CenITex are recruiting two ongoing full time positions for the role of Incident Manager. These positions are the escalation point for critical and high severity incidents, with a focus on successfully managing these to resolution in liaison with key stakeholders and technical support services.
About the role
The Incident Manager is accountable for ensuring incidents and high profile issues are captured, investigated and resolved with appropriate and timely information provided to the customer. The role works closely with internal Change and Problem Management teams and the Service Desk, as well as multiple stakeholders, driving efficiency and effectiveness through ITIL aligned improvement initiatives while putting the Customer at the centre of everything we do. This role requires the ability to work to perform after-hours on-call Incident Management in accordance with a rotating roster.
- Specialist Expertise and Experience
Proven experience in the hands-on management and resolution of high priority/major incidents and complex customer issues and in addressing and remediating root causes in an ITIL framework organisation.
- Communication and Interpersonal Skills
Strong written and verbal communication and interpersonal skills with the ability to credibly communicate, negotiate and influence outcomes at all levels of an organisation.
Strong problem solving skills, with proven ability to analyse issues from different perspectives, understand impact on core business, and draw commercially sound recommendations.
Strategic thinker and commercially astute, with an ability to see the big picture' and deliver outcomes in accordance with strategic direction.
Dedication to customer service with demonstrated experience in leading and implementing initiatives that deliver improved customer experience.
A copy of the full position description can be accessed by clicking the "Apply Now" field.
All employment is subject to satisfactory National Police Record Check and the right to live and work in Australia.
Applications must include a cover letter and a document addressing the key selection criteria. Please ensure to lodge your application via the job portal in a Word format.
For further information please contact Nikki Wampler (Recruitment Advisor) via email firstname.lastname@example.org.