Incident and Problem Manager (BBBH6741) Perth, Australia
- Market leading Australian business
- Melbourne or Perth based
- High performing team, valuing collaboration
Opportunity for an Incident & Problem Manager to join a market leading, Australian organisation, in a crucial role. You will lead, implement and improve IT Service Management processes, including incident, major incident, and Problem Management processes.
About the role:
- Oversee incident response efforts and ensure timely resolution of high-priority incidents within defined service level agreements.
- Investigate escalated, non-routine, and high-impact incidents in collaboration with service owners to drive effective resolution.
- Facilitate recovery activities following incident resolution to minimize disruption and ensure service continuity.
- Provide timely and accurate updates to impacted team members throughout the incident lifecycle to keep them informed and engaged.
- Conduct thorough post-incident reviews to identify opportunities for process improvement and prevent future incidents.
- Prepare and present detailed post-incident reports to relevant stakeholders, highlighting key findings and recommendations.
- Drive problem management activities to successful completion, ensuring root causes are identified and addressed.
About you:
- Proven ability to lead and coordinate complex incident response efforts, effectively engaging cross-functional teams to drive timely resolution.
- Strong written and verbal communication skills, particularly in high-pressure situations. Experience presenting to senior executives.
- Skilled in identifying and analysing trends to proactively address recurring issues and prevent future incidents.
- Deep understanding of ServiceNow and its application in incident, major incident, and problem management processes.
- Experience owning and implementing incident, major incident, and problem management processes, and providing effective training and education to technology and business teams.
- ITIL certification preferred.
Why this role?
- Great career growth opportunities.
- In-house discounts.
- Wellness and Health discounts.
- Flexibility to support work-life balance.
Apply now!