IT Incident Manager - Sydney, Australia - Harvey Nash

Harvey Nash

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Hybrid Office & 3 days Work From Home

Sydney CBD
Hybrid Office & WFH
Sydney CBD

ASX Listed & a strong Track Record with exciting projects, constantly changing technology platforms & innovative collaboration are hiring a brand new role to continue to mature their Incident & Problem Management function.

You will use your big-picture thinking, practical execution and excellent people skills.

They are looking for someone passionate about driving continuous improvement to promote 'best practice' & continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes in Incident Management & Process Management.

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Work From Home 3 days a week:

Central Sydney CBD Office Location:

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Impressive Benefits Package including Bonus:

High Growth Environment offers fast track career potential

Potential Career Growth:

There is already budgeted sign off to hire 2x additional heads including a change manager & an Asset Manager.

These could sit underneath you if you have a passion/flair for leadership & thus this could see you lead all process, release, change and asset.

Who Are you?

2+ Years dedicated as a Major Incident Manager & Problem Manager
35+ years within ITIL aligned IT Service Delivery teams
Demonstrated experience to lead Major Incident Bridges
Experience to improve & maintain IT Service Management processes, practices & reporting systems.
ITIL 3/4 Foundation certified (preferred, not essential)
Proactive, innovative and critical thinking
Highly motivated with an enjoyment of forging strong business relationships
Strong focus on delivering service to exceed expectations.
Be keen and able to asses and understand "impact" quickly.
Strong ability to prioritise with a sense of urgency.
Process modelling skills
Understand the technical outcomes of support teams

You will sit with a wider team who offer Service Improvement, Service Desk & L2 Support as well as L3/infrastructure and Operational support & Cyber Security.

You will lead major incident management and use your initiative to suggest process improvements and work collaboratively with the team.

**Role:
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Ensure all Major Incident are identified & resolved as quickly as possible.
Train, update and communicate with Group Technology as process evolve
Ensure effective communication through the life of a Major Incident
Effectivity recording of all Major Incident activities
End to End Incident Management of all priorities to ensure SLA compliance and effective customer communication
Drive innovation and lead a road map of process improvement
Facilitate post incident reviews and the creation of problem ticket
Report on Incident and Problem Management
Collaborate on the implementation of process improvements for service delivery
Oversee Knowledge Management with the ITSM Application
Produce and maintain service management processes through business analysis, toolset and documentation alignment
Stay current with ITSM changes, updates and best practices
Analyse monthly service metrics and identify service improvement initiative
Presenting to Technical teams for training and updates to process
Produce reporting and analyse outcomes to improve the process and capture corrective actions
Manage all corrective actions until closure