Job Title:
Incident Management Expert
About the Role
We are seeking an experienced Incident Manager to join our Global Integrated Operations Centre (GIOC) team. As an Incident Manager, you will be responsible for ensuring efficient incident and technical change management.
Key Responsibilities:
* Operate incident management processes 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 for 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 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, providing updates and ensuring 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.
Requirements
To be successful in this role, you will need:
* Demonstrated ability to build partnerships and collaborate across functions to deliver results.
* Experience in technical change management and a practical knowledge of the 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.
What We Offer
This is an exciting opportunity to work with world leaders in our space. You will have the chance to be a vital part of our team and contribute to our success.
Our Culture
We foster a culture of continued learning and development. Our collaboration and innovation drive us to deliver exceptional results.
Benefits
* Inclusive and diverse working environment.
* Awesome employee benefits, including gifted share options, professional development opportunities, and holistic wellbeing programs.
* Great opportunities to progress within our company.
Seniority Level:
Not Applicable
Employment Type:
Full-time
Job Function:
Project Management and Customer Service
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