This highly visible Senior Incident Manager role provides an exciting opportunity to join high performing, very experienced team of IT professionals. The team is focused on delivering value to our customers and enjoys a high level of autonomy.
Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
Our IT Service Operations team are a passionate bunch, and we genuinely care about maximising the value and service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!
About the Role
As a Senior Incident Manager, you will be responsible for ensuring that all Incidents are carefully managed. This includes collaboration and coordination across technical teams to ensure customer expectations are met, and information needs of decision makers are achieved. The role is outcome oriented and requires engagement with other process managers such as Event and Problem to ensure early identification and reduced likelihood of repeat incidents.
You will work closely with technical specialists across several technologies in a multi-vendor environment. Additionally, you will have responsibility for identification of improvement opportunities, including maintenance and improvement of Incident Management, policies, processes, and procedures, with a focus on continual service improvement. To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded. This role enjoys flexible working conditions and is available across all our Australia Offices: Sydney, Adelaide, Melbourne, Brisbane, Canberra and Perth
What you’ll do
To be successful in this role you will need to:
- Maintain a positive attitude and consistently deliver quality work in the face of challenging situations.
- Leading, responding, driving, facilitating, and chairing Major Incident investigation activities, meetings, and conference calls with relevant stakeholders, both internal and external.
- Notifying and communicating with stakeholders regarding the incident progress in line with the expected timeframes.
- Working with the relevant stakeholders to produce Post Incident Reviews (PIR’s).
- Monitoring and co-ordinating with resolver groups, vendors, and asset owners to resolve the incident in line with resolution SLA’s.
- Assisting across other ITSM Practices which may include Problem, Capacity, Availability and ITSC Management
- Actively participate in Continual Service Improvement by identifying improvements to ITSM Practice processes.
- Participate in rostered activities including 24x7 Major Incident On-Call roster.
What you’ll bring
We are looking for someone who is proficient in leading efficient resolution of incidents using process to solve technical issues and develop a strong cross-functional team cooperation. You will need excellent interpersonal and stakeholder management skills, ITIL Foundation accreditation and a solid understanding of IT Service Management. You will have demonstratable experience as an Incident Manager in large and complex IT and business environments, preferably within managed services.
The following will be highly desirable:
- Extensive years of experience in the IT industry or bachelor's degree in IT
- Minimum ITIL v4 Foundation accreditation
- Current or recent experience in major incident management role
- Excellent communication & time management skills
- Meticulous attention to detail
- Ability to work well within a multi-geographical distributed and diverse team.
Culture and Benefits
Datacom is ones of Australia and New Zealand's largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, professional development courses and health insurance to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
If you would like to know more and this sounds like you. Please apply online today!
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