Incident & Problem Manager

Job Title: Incident & Problem Manager
Contract Type: Contract
Location: New South Wales
Salary: Competitive
Start Date: 2018-02-14
Reference: JO-1802-516799
Contact Name: Anna Au
Job Published: February 14, 2018 09:55

Job Description

Incident & Problem Manager
Location: Parramatta
Duration: 3 Months Contract
Immediate Start

Primary purpose of the role

The main purpose of this position is to manage and control all major incidents and associated communication/escalation, manage the SLA's for all incidents, manage all problems and comply with the Incident and Problem Processes and control Communication plans.
Key accountabilities
  • Responsible for building and maintaining the Incident Management process and policies, including SLA's associated to resolution times
  • Responsible for building and owning the Problem Management process and policies, including SLA's associated to resolution times.
  • Manage the resolution of critical/high incidents, including stakeholder communication, post implementation reviews, root cause analysis and resolution through the Problem Management process.
  • Provide performance reporting to ITS Executive on Incident, Problem and SLA metrics.
  • Maintains inventory of problems under analysis and their current progress and status
  • Establish best practice communications ensuring relevance to the various audiences involved in both Incidents and then Problem resolution.
  • Drive continual service improvement through implementation, adaptation and alteration of new processes and documents in a continually changing enterprise IT environment to drive a high level of agility, efficiency and service
  • Other activities as requested by the Service Operations Manager or their nominee
Essential requirements
  • ITIL v3 Certified
  • Excellent understanding of the Incident Management lifecycle and the Problem Management lifecycle
  • Confidence in assuming charge during major incidents, no matter who is resourced to assist resolution
  • Be capable of managing conflict, ensuring the fastest restoration for the customer/business
  • Experience in using ITSM tools
  • Robust analytical and problem solving skills, with attention to detail
  • Flexibility to own all high priority incidents 24x7
  • A technical understanding and background showing logical troubleshooting skills and experience in Networks, Compute Infrastructure, Applications and Desktop
If you are interested in this role please submit your cover letter & CV application in Word format only by clicking the "APPLY NOW" button below or email to