Incident Manager
Incident Manager
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Job Description
As our Incident Manager you will be a Technical Support Specialist across Incident and Change within our Global Integrated Operations Centre (GIOC) team. In this role youll be responsible for ensuring that efficient incident and technical change management is conducted and adhered to. Youll play a pivotal role in maintaining operational stability customer satisfaction and service quality by effectively responding to incidents implementing change requests with minimal disruption to services and adhering to ITIL principles to ensure standards are maintained.
Tasks you will be responsible for:
- Operate incident management processes across cross functional areas of the business using ITIL best practices to ensure timely incident resolution and minimal impact on services.
- Manage assigned components of the incident management program including coordinating with relevant teams to define root cause(s) generating incident reports data analysis and providing recommendations of permanent corrective actions or areas for improvement.
- Lead change management processes to implement corrective actions adopting ITIL change management principles to assess plan and execute the changes with minimal operational disruption.
- Identify and mitigate risks associated with incidents and changes in line with ITIL risk management principles to safeguard operations and customer services.
- Communicate effectively with internal and external stakeholders for service level management to provide updates and ensure transparency.
- Provide expert on-call support for operational teams and respond to escalations as required.
- Participate in the on-call roster as required as the senior escalation point
Qualifications :
- Demonstrated ability to build partnerships and collaborate across functions to deliver results
- Experienced technical change practitioner and hold practical knowledge of ITIL framework
- Strong leadership skills with steadfast resolve and personal integrity.
- Excellent communication and interpersonal skills with the ability to articulate concepts and ideas clearly to stakeholders at all levels
- Experience managing direct reports as well as cross-functional working groups.
Additional Information :
- Opportunity to be a vital part of NEXTDC
- Inclusive diverse and values-driven working culture
- Hybrid working practices
- Awesome employee benefits (gifted share options NEXTDC days volunteer days professional development holistic wellbeing and mental health programs and more)
- Great opportunities to progress within our company (grow as we grow)
Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.
Make NEXTDC your next move.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
