Incident and Problem Manager

Job Title: Incident and Problem Manager
Contract Type: Contract
Location: Macquarie Park, New South Wales
Salary: Negotiable
Reference: 196955_1564384506
Contact Name: Rochelle Taylor
Contact Email:
Job Published: July 29, 2019 17:15

Job Description

Our client is commissioning a new logistics warehouse and distribution centre and decommissioning an old one at the same time. As such they need experienced people to deal with major escalations that come in and manage to closure/resolution

Your role will be to coordinate and facilitate the rapid recovery of incidents impacting business operations, and manage the transition of new services and applications into IT Operations.

Key accountabilities

  • Provide single point accountability for the communication and management of incidents impacting the organisation
  • Drive the efficiency and effectiveness of the incident management processes
  • Produce management information, including KPIs and reports
  • Lead the CIRT (Critical Incident Response Team) function to assist with the resolution of incidents
  • Provide regular concise and timely updates to key stakeholders as per the documented process
  • Develop and maintain incident & problem management systems
  • Define frameworks for the transition of new services and applications into Production

Skills and experience

  • Minimum 3-5+ years experience as an Incident & Problem Manager within a large, high paced environment with high volumes of incidents
  • Ability to interact in a professional manner and build relationships with a broad range of people
  • Solid understanding of IT infrastructure and Applications
  • Good working knowledge of reporting tools, systems and metrics
  • Ability to communicate with internal and external customers at all levels
  • Extensive understanding of ITIL and knolwegde of ServiceNow
  • Experience in a multiple technology environment i.e. Cloud and on-prem

This is an urgent requirement and all applications will be reviewed as they come in. Please submit you cv quoting reference 196955