SIAM Incident and Problem Manager

AC3 Pty Limited; City of Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Salary packaging

Hybrid work

Half-day Fridays

CBD location

Job summary

AC3 Pty Limited is seeking an experienced SIAM Incident and Problem Manager to drive mature incident and problem management for a State government customer. You will serve as the liaison among service providers and the customer, coordinating across teams to shorten outages and improve governance.

The role includes ownership of major incidents and the ability to orchestrate resolution, recovery, and cross-provider collaboration. A remote option is available for suitable candidates.

Qualifications

• Experience maturing Incident and Problem management across a client environment.
• Ability to define and implement holistic incident/problem processes across environments.
• Strong collaboration with service providers and customers to drive timely resolutions.

Responsibilities

• Act as the single point of contact for incidents and problems with service providers and the customer.
• Coordinate and drive major incident response, investigation, and restoration activities.

Skills

Incident management

Problem management

SIAM

Stakeholder management

Coordinated response

Tools

ITIL

Job description

Who you’ll be working with

At AC3, our purpose is to make technology real - and as leaders in secure multi-cloud solutions, we get to bring that purpose to life for our customers every day. We’re an Australian-owned ICT managed service provider with teams across Australia and New Zealand, supporting enterprise and government customers through secure, scalable technology solutions.

Why join us?

What sets us apart is our culture - people here have real relationships that go beyond work, and maintaining our awesome culture, supportive spirit, and belief that everyone is heard and treated with respect, is a top priority at AC3.

We’re committed to a workplace that fosters open communication, flexible working arrangements, continuous learning, and providing support to get through life’s changing seasons.

We live by the AC3 way -Work Wise, Work Humble, and Work Honest.

Why this role exists

Our SIAM Incident and Problem manager will play a critical role for a State government customer. Ensuring the Incident and Problem management capabilities are mature and effective. This role is about ensuring Incident and Problem activities are defined, implemented and managed holistically across the environment, allowing our customer to work effectively and without prolonged interruption.

Role Context

In this role you will act as the point of contact for service providers and the customer regarding end-to-end Incident management and Problem management matters. You will work closely with Service providers counterparts to ensure optimised resolution to interruptions. This role acts as a facilitator within the environment, ensuring all providers work collaboratively in the best interests of the customer. Additional this role encompasses the Major Incident management role where you are responsible for taking ownership of high impacting Incidents and effectively coordinating response, investigation, restoration and overarching governance activities. This role also has the option of being remote for the right candidates.

What we offer

• Company benefits including discounted lifestyle services such as health insurance, salary packaging, hybrid work, andhalf-day Fridays once a month
• A culture built on respect, where you can flag conduct that feels off and rely on a fair, confidential process that prioritises your safety and wellbeing.
• Join supportive colleagues in groups such as Rise Up: a networking group for women in tech to learn in a positive and safe environment and Speak Up Advisors: a group who help maintain a safe space for raising concerns.
• Access to training and career development opportunities, that helps some 30 AC3ers progress year on year.
• Flexible Hybrid work options and real work life integration
• Base Salary + Super +bonus + Allowances + Benefits
• Convenient CBD location with modern offices