Incident & Problem Lead - ServiceNow & ITIL Expert

Infosys; Sydney; Hybrid; AUD 90,000 - 99,000; Full time

Benefits offered by this job

Income Protection Insurance

Parental & Volunteer Leaves

Employee Assistance Program

Flexible Working

Health Insurance Discount

Well-being Program

Gym Memberships

Salary Packaging

Job summary

Infosys Sydney is seeking an Incident and Problem Coordinator to oversee logging in ServiceNow, lead investigations into major incidents, and manage SLAs and KPIs. You will be the SPOC for Problem Management, drive PIRs, coordinate cross-functional teams, and contribute to knowledge management and continuous improvement.

This hybrid role requires 4+ years in incident/problem management, with strong ITIL, networking, cloud, and data-analysis skills.

Qualifications

• 4 years or more experience of incident and problem management.
• Understanding of networking, cloud infrastructure, Agile processes, middleware, databases, and virtual infrastructure
• Experience or Certification in ITIL v3 or V4 frameworks
• Understanding of OLAs, SLAs, KPIs
• Knowledge of CMDB and CI principles
• Strong experience in using ServiceNow including performance analytics

Responsibilities

• Ensure all incidents are accurately logged in ServiceNow and data captured for historical reporting.
• Own investigations into Major Incidents; create PIRs and present at senior level; prioritize problems with stakeholders.
• Help manage and assess SLAs and create/report on KPIs; ensure correct prioritization of incident impact.
• Lead on root cause analysis; direct tasks to teams and ensure remediation items are prioritized and completed.
• Be the SPOC for Problem Management and assist Major Incident managers during live incidents.
• Update backlog of problems and known errors; ensure alignment with related Incidents, Changes and CIs.
• Identify potential problems/trends; generate management reports for Problems and Incidents.
• Assist with knowledge Articles; produce repeatable procedures to reduce incidents.
• Coordinate communications and escalation during DR/BCP incidents; monitor incident resolution.
• Promote lessons learned across the Engineering community.

Skills

Incident management

Problem management

ServiceNow

Data analysis

Stakeholder management

Communication

Cross-functional collaboration

Education

IT-related degree

Tools

ServiceNow Performance Analytics

Job description

Infosys Sydney is seeking an Incident and Problem Coordinator to oversee logging in ServiceNow, lead investigations into major incidents, and manage SLAs and KPIs. You will be the SPOC for Problem Management, drive PIRs, coordinate cross-functional teams, and contribute to knowledge management and continuous improvement.

This hybrid role requires 4+ years in incident/problem management, with strong ITIL, networking, cloud, and data-analysis skills.