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    Incident Manager - Melbourne, Australia - capital

    capital
    capital Melbourne, Australia

    3 weeks ago

    Default job background
    Hybrid
    Description
    We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talent team. We are seeking a dynamic Incident Manager with a background in Incident Management, Problem Management, Business Analysis, Project Management, and automation. This role will not only be responsible for the prompt resolution of incidents but will also drive the ongoing refinement and automation of the incident management processes, ensuring the organisation's commitment to operational excellence and superior customer experience.

    Responsibilities:

  • Incident Management:
  • Quickly identify, categorize, and manage incidents to minimize service disruption.
  • Collaborate with cross-functional teams for rapid incident resolution.
  • Conduct comprehensive post-incident reviews, deriving actionable insights and implementing preventive measures.
  • Automation & Reporting:
  • Automate recurring incident management tasks, including generating insightful monthly reports.
  • Offer real-time metrics and actionable insights to support data-driven decision-making.
  • Continuously explore automation opportunities to boost efficiency and accuracy.
  • Business Analysis:
  • Develop and refine flow charts and detailed process documentation to enhance incident management processes' clarity.
  • Formulate and revise incident management policies to adapt to evolving organizational needs and challenges.
  • Project Management:
  • Lead projects focused on process enhancements, tool improvements, and strategic initiatives within the incident management domain.
  • Effectively coordinate with stakeholders across departments to ensure alignment with organizational objectives.
  • Continuous Improvement:
  • Analyze incident trends proactively to identify potential risks and recommend preventive measures.
  • Stay updated with industry best practices and champion the adoption of relevant methodologies within the team.

    • Requirements/Skills:

  • 3+ Years' experience in globally dispersed Service Management teams
  • 2+ Years of proven experience in Incident Management in a fintech environment
  • Experience in business analysis and process mapping
  • Project management experience with the ability to lead and execute projects
  • Strong technical acumen with the ability to automate processes using relevant tools and technologies
  • Exceptional communication and coordination skills
  • Strong analytical and problem-solving capabilities
  • Excellent written and spoken English
  • Ability to communicate in at least one of the following languages is valued, but not required: Belarusian, Russian, Polish.

    • Work Schedule:

  • Monday-Friday OR Tuesday-Saturday
  • Weekend support on a rotation basis
  • 24/7 on-call rotation with the rest of the incident management staff

    • What you get in return:

  • You will join the Company, that cares about work and life balance
  • Hybrid type of work (3 days/week from office)
  • Medical Insurance after the probation period
  • Modern and outstanding equipment
  • Annual bonuses
  • Employee referral program
  • Full annual performance assessment.
    • Join us and be at the forefront of incident management, making a meaningful impact on our operational efficiency and delivering an exceptional experience to our customers. Apply now to elevate your career with Be a key player at the forefront of the digital assets movement, propelling your career to new heightsJoin a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
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