Incident Manager - Expressions of Interest
Datacom, Australia
Job Description
Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
The Managed Services team are responsible for a number of outsourced projects and services for the Department. We are a very fast-paced team who focused on delivery of awesome business outcomes! Based in Woden, we’re a well-established team with a mix of senior through to junior team members, so there are plenty of learning opportunities.
Why Datacom?
We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
About the Role
As Incident Manager you will be responsible for ensuring that all Incidents are carefully managed, collaborating and coordinating across technical teams to ensure customer expectations are met, and information needs of decision makers are achieved. The role is outcome oriented, and requires engagement with other process managers such as event and problem to ensure early identification and reduced likelihood of repeat incidents.
You will work closely with technical specialists across a number of technologies in a multi-vendor environment. Additionally, you will have responsibility for identification of improvement opportunities, including maintenance and uplift of process documentation.
What you’ll do
As Incident Manager, you will be responsible for:
- Coordinating and facilitating restoration of service as quickly as possible
- Supporting the Major Incident Manager for P1 and P2 Major Incidents
- Focused effort for resolution of High Priority P1 and P2 Incidents (HPI)
- Coordination to ensure P3 and P4 incidents are resolved within committed timeframes
- Actively engaging to ensure no or minimal aged tickets
- Escalate as required within the process to ensure outcomes are achieved
- Facilitation of quality information within the incident ticket
- Conduct Post Incident Reviews when required by the process
- Provide reporting as required
- Actively participate in Continuous Service Improvement process, and action items in a timely manner
- Conduct proactive incident management, including effective engagement with other process managers
- Other activities as required
- May require additional support to the Problem Management team by performing Problem Management activities as required.
What you’ll bring
We are looking for someone with IT Incident Management experience, with a focus on automated infrastructure delivery. You will have solid ITIL and Service Management experience in an automated environment.
You will bring strong business acumen, have a collaborative working style and be outcome-orientated. Your communication skills will be second to none, and you will place high importance on proactively building effective working relationships with all your stakeholders.
To be successful in this role, you will need to be an Australian Citizen and be able to achieve Australian Government Baseline clearance.