Senior Incident Problem Manager
Senior Incident Problem Manager
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Job Description
About the opportunity
In this role you will report to the Service Owner for Service Management in the Platforms Practice. Being part of a team that has responsibility for ensuring that all IT systems and services used within our Production and DR environments are managed in accordance with Service Management processes. Working with other practice teams business stakeholders and vendors to ensure that compliance and regulatory requirements are met and that we provide reliable and robust solutions for our customers and staff.
You will bring experience in major technology and cyber events in complex environments an ability to coach and guide other team members and contribute to material improvements to the existing process and policy.
In this role youll get to
- Facilitate the resolution of all high priority incidents and problems classified as priority 1 or priority 2 as per the documented process displaying composure and applying common sense.
- Agree and endorse priority of incidents. Ensure an effective process is established and monitored to ensure incident resolution is as per agreed scope and timeframe with the business.
- Work with technology group subject matter experts to research and develop strategies for resolving incidents within agreed scope and timeframes.
- Foster a team environment and working effectively and cooperatively with others to deliver on organisational objectives. Manage a team of direct reports in the incident and problem area.
- Propose continuous improvement of the Incident and Problem Management processes based on experience gained in the industry.
What youll bring to the role
You will have proven experience in Incident and Problem Management including direct involvement in major technology and cyber events. With demonstrable experience in complex Incident Management involving integrated inhouse and hosted components.
To be successful in the role you will have:
- Highly developed facilitation and effective communication skills. Including the ability to negotiate and influence outcomes.
- Technical and people leadership skills.
- Highly developed problem resolution skills and proven risk mitigation skills.
- The ability to enforce quality and standards.
- Advanced knowledge of Incident Management processes.
- Knowledge of Incident Management Problem Management Request Management and Change Management processes.
- ITIL4 awareness and certification would also be advantageous
We offer flexible work options that put our people first and a hybrid model of a minimum of 40 of your week in the office increasing to 60 in July 2025.
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness injury or disability to equitably participate in the selection process.
If this sounds like an opportunity for you check out the attached Position Description and apply.PD Senior Incident and Problem Manager 1 002.docx
Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
Please contact theTalent Acquisition Advisor listed below for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.
Name: Thomas Park
Phone:
For more information check out the Application Process for Internal Candidatespage.
Still in two minds
Research suggests 60 of women and underrepresented groups might stop here even after getting as far as drafting an application. We believe that diversity makes every team stronger so even if you dont tick every box we still want to see your application!
Please note shortlisting and interviews may take place prior to the advertised close date so dont delay apply now!
Required Experience:
Manager
Employment Type
Full-Time
