Major Incident and Problem Manager
blueAPACHE, Australia

blueAPACHE is a highly successful Infrastructure as a Service (IaaS) provider, offering a range of Infrastructure and Managed Services to our client base.

This role oversees the operational management and governance of major Incidents and is also accountable for the governance of the blueAPACHE Problem Management process.

Major Incident Management Responsibilities:

• Part of a 24*7 MIM roster
• Own and continuously improve the Incident and Major Incident Management process
• Ensure adequate resources and focus are provided to find swift resolution for major incidents
• Keeping the internal and external customers informed throughout the life cycle of the major incident
• Review and approve Major Incident Reports (MIR)
• Reduce Major Incidents through problem management
• Provide Post Incident Reviews and Route Cause Analysis reports

Problem Management Responsibilities:

• Own and continuously improve the Problem Management process
• Conduct regular Operational Problem Management Meetings
• Ensure problems are appropriately owned and managed
• Ensure Major Incidents flow into the Problem Management process
• Conduct pro-active Problem Management reviews with relevant stakeholders

Reducing Major Incidents:

• Make sure all blueAPACHE staff understand and follow the agreed Major Incident and Problem Management processes
• Ensuring key stakeholders are kept informed throughout the life cycle of major incidents and problems

Requirements

Must Have Experience:

• Significant experience as a Problem and Major Incident Manager, within a large, complex IT infrastructure environment
• Working with an MSP experience is highly desirable but not mandatory
• Very strong practical knowledge of ITIL framework

Qualifications:

• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable;
• IT Degree or Diploma;

Benefits

blueAPACHE is a highly successful IT Services provider with a long history of high year on year growth. We have experienced significant growth in our Cloud, Network and Voice divisions and have a mature and expansive "as a Service" catalogue including:

• Managed Services
• Internet and Data Network services
• Hosted Servers / IaaS / Cloud
• Hosted Telephony and UC systems
• Consulting and Procurement
• Software and Solutions

The key benefits you will gain from working with us include:

• Certifications - we encourage all of our technical staff to maintain and acquire relevant technical certifications, and will fund your examinations post your probation period.
• Technical breadth - as blueAPACHE is a service provider, we must stay across current technologies in order to remain competitive in our market. This means that you will be exposed to a wide range of technologies and have access to new technologies as they emerge.
• Career growth - Healthy growth drives career growth for our staff and we can share very real examples of career progression.

Please note: All employment offers at blueAPACHE are subject to police clearance checks.

Job Rewards and Benefits