Incident Manager (NV1)

Green Light Worldwide; Canberra; On-site; AUD 100,000 - 120,000; Full time

Job summary

A leading technology services company in Canberra is seeking an Incident Manager to oversee critical incidents and ensure service reliability. The ideal candidate will have extensive ITIL experience, exceptional leadership skills, and the ability to manage complex service issues effectively. This is an onsite position with a focus on process improvement and customer service excellence.

Qualifications

• Demonstrable experience in Major Incident, Problem or Service Delivery Manager.
• Experience working in telecommunications or cloud computing industry.
• Excellent verbal/written communication skills.

Responsibilities

• Oversee major incident management process.
• Lead Major Incident investigation activities.
• Collaborate with incident and problem management teams.

Skills

ITIL process experience

Client handling skills

Leadership skills

Problem-solving skills

Job description

• Long Term Assignment
• Canberra offices - onsite
• October start

About the engagement:

Green Light Worldwide' s Delivery Team are looking for an Incident Manager (NV1). The Incident Manager who will provide end-to-end ownership & management of critical service-impacting incidents. This role will drive restoration, recovery and review of major incidents based on an ITIL based incident management process, resulting in better service-related outcomes and optimised availability for customers.

The scope of customer services covered by this role is all operational services to customers post- initial installation .Responsible for the development and maintenance of documentation and a genuine understanding, respect and passion for process, this role would suit someone with experience in quality assurance and continuous improvement process and someone who can put the entire structure in place.

The processes are based on the IT Infrastructure Library (ITIL) and integrate with other ITIL based processes such as Knowledge, Incident, Change and Configuration Management.

Responsibilities:

• Overseeing the major incident management process and matrix-management of team members involved in the prompt resolution of major incidents.
• Lead all of the awareness programs on Incident Management processes.
• Leading, responding, driving, facilitating and chairing all Major Incident investigation activities, meetings, and conference calls with customers and resolver groups.
• Producing documents that outline Major incident procedures, such as how & when to escalate, communication plans, handling of cybersecurity threats or how to correct server failures.
• Collaborating with the incident and problem management teams to ensure that all processes are diligently followed.
• Ensuring all administration and reports are maintained and up-to-date, including contact information, technical diagrams, Post Incident Reviews (PIRs), and raising incident, problem and change records for Major Incident resolution.
• Being accountable for resolving major incidents via a workaround or permanent fix, as well as following-up on any resulting permanent resolution of Problems or documented Known Errors.
• Guiding and adjusting the incident management process as required to ensure its effectiveness and efficiency in the swift resolution of major incidents and problems.
• Manage an ongoing program with the client and delivery teams to identify and implement service improvement initiatives.
• Staying on top of resolution processes and initiatives and provide timely updates to business and technology leaders.

Requirements:

• Demonstrable experience in Major Incident, Problem or Service Delivery Manager
• Experience working in similar or related positions – ideally within the telecommunications or cloud computing industry
• Experience in influencing teams (service teams ideally) that are not direct reports
• Demonstrated ITIL process experience (Event, Incident, Change, Problem, etc.)
• Strong knowledge of Incident, Problem Management and Knowledge Management (All ITSM Processes).
• Excellent client handling skills - able to work with all levels within the client portfolio.
• Demonstrated ability to multi-task and prioritise issues-(think outside the box)
• Proven ability to work in a dynamic and high pressure environment.
• Strong leadership skills with the ability to work largely unsupervised and see tasks through to completion without regular follow-up.
• Excellent verbal/written communication skills with the ability to communicate appropriately with all levels of management

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to [e-mail] or call [phone].