ITSM Incident Manager in Sydney - Wisetech Global Limited

    Wisetech Global Limited
    Wisetech Global Limited Sydney

    1 week ago

    Default job background
    Description

    ITSM Incident Manager

    We are seeking an ITSM Incident Manager to join our Productivity and Delivery team in Sydney. This role offers a unique opportunity to manage the lifecycle of all incidents that occur across our customer and business operations, driving organisational change and delivering complex initiatives.

    Responsibilities:

    • Develop and Maintain Systems of Practice: Develop and maintain our organisation's Incident Management and Request Management systems, tools, culture, and processes.
    • Collaborate with Stakeholders: Collaborate with stakeholders and product management to continuously improve our internally built Incident Management system.
    • Deliver Complex Solutions: Own and deliver complex end-to-end systemic solutions.
    • Data Governance: Manage Incident Management and Request Management data governance.
    • Analyse and Improve: Analyse incident data to determine trends or problems, and take corrective actions to meet Incident Management and Request Management KPIs.
    • Interface with Customer Service: Interface with the customer service team for management of both complex and major incidents.
    • Lead Root Cause Identification: Lead timely root cause identification across multiple teams and technologies, document post-incident reviews for customers and internal stakeholders.
    • Prioritise and Drive Resolution: Prioritise and drive resolution of actions arising from PIRs to prevent recurrence of major incidents.
    • Train Staff and Stakeholders: Train staff and stakeholders in Incident Management and Request Management processes, procedures, and policies.
    • Report on Practice Implementation: Report on Incident Management and Request Management practice implementation, team, and commercial outcomes.

    Skills and Experience:

    • ITSM Experience: 5+ years of ITSM experience, including previous experience in Incident Management in enterprise-level IT environments.
    • Incident Management Systems: Competence using Incident Management systems.
    • Technical Acumen: Strong technical acumen, ability to engage meaningfully in the technical detail of cause and resolution.
    • Systemic Issues: Proficiency in recognizing and comprehending systemic issues.
    • Autonomy and Direction: Ability to work autonomously, while being comfortable taking direction as required.
    • Influence and Merit: Highly skilled at using influence and merit to make impactful change.
    • Inter-Departmental Relationships: Ability to develop and maintain strong inter-departmental and stakeholder relationships.

    About WiseTech Global

    Our innovations and global technology enable, improve, and empower the world's supply chains. We are a global leader listed on the ASX in 2016, now an ASX 50, AU$25 billion+ company serious about expansion and technical innovation. Our mission is to create breakthrough products that empower those who own, enable, and operate the supply chains of the world.



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