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ITIL Incident Problem Manager

Job Title: ITIL Incident Problem Manager
Location: Sydney
Reference: 2768970
Job Published: June 28, 2018 15:47

Job Description

Top ASX Listed organisation are looking for a Senior ITIL Incident / Problem Manager is responsible for the major incident and problem process with input from 1st, 2nd and 3rd line support to ensure they are resolved satisfactorily. This is a newly created role starting on a 6 month contract position.
  • Responsibilities included 
    process is held by this role which includes driving its efficiency and effectiveness.
  • Service major incidents – 80% of incidents or problems resolved within timeframes
  • Report major incidents / problem reports available to stakeholders on a weekly basis
  • Drive the efficiency and effectiveness of the incident and problem management process
  • Produce appropriate management information to report incident and problem management performance
  • Alignment of major incident management to business outcomes in consultation with Service Delivery Manager
  • Monitor effectiveness of incident and problem management and make recommendations for improvement
  • Develop and maintain the incident and problem management systems
  • Responsible for the management of major incidents and identifying root cause or known errors.
  • Minimise the adverse impact of Problems on the Business
  • Responsible for the Problem Management process and direct the activities of problem analysis and resolution
  • Responsible for the identification of problem trends and solutions by analysing Incident data
  • Investigate problems according to impact, through to resolution or error identification
  • Provide workarounds for Incidents and Problems, perform Trend Analysis
  • Monitor progress on the resolution of known errors
  • Provide workarounds for major incidents or problems
  • Provide management insight into Problems
  • Monitor the quality of service delivered against agreed operating level agreements, and communicate findings
  • Provide data to assist Service Level Management in benchmarking performance
  • Develop and maintain the incident and problem management process and procedures
  • Process Ownership – Incident and Problem Management
  • Service event, Service Desk call
  • Problem and Incident records and resolution
  • Requirement to be on call 24*7 on a rostering basis or as required.
  • Ensure compliance with relevant statutory and regulatory requirements regarding employees
  • Adhere to the responsibilities outlined in the Enterprise Management System.
Knowledge & Qualifications 
  • Bachelor’s degree in Information Technology and/or Engineering Certifications / Methodology
  • Solid ITIL, COBIT  Experience
  • 5 years verifiable experience IT Service Management environment
  • Ability to work under pressure
  • Ability to liaise with senior staff and third party executives
  • Experience of Incident and Problem Management process and tools
  • Business and financial awareness of the impact of Incidents and Problems

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