IT Incident and Problem Manager

Summary about this job

Detail information about job IT Incident and Problem Manager. Terms and conditions vacancy

• Immediate Start, permanent opportunity
• Rhodes location
• Free gym and pool membership on site

About Us
Link Group is one of Australia's leading fund administration and share registry specialists. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics. 

We have a fantastic opportunity for an experienced Incident and Problem Manager to join our Support Services team in our Rhodes office.

This role will offer you the opportunity to work in a large enterprise organisation with complex systems and infrastructure.  We are looking for a highly motivated professional to manage
the recovery activities and communication of all major IT incidents and responsible for Problem management to identify root cause from incidents and ensuring rectifications are implemented to stop repeats of any incidents. This is a fantastic opportunity to be involved in the integration of ServiceNow into the business and IT.
 
Key Accountabilities of Incident and Problem Manager

• Managing the recovery activities and communication of all Major IT incidents. Includes all stakeholder communications, driving IT support teams to restore service (both internal and external providers) on a 24 x 7 on-call shared rostered
• Governance across all Incident and Problem priorities (SLA performance, quality, and process adherence)
• Leading War-Rooms during Major IT Incidents
• Management and continual improvement of the Incident and Problem Management process (shared responsibility)
• Ensure key performance indicators are measured, analysed and accurately reported to stakeholders for incidents and problems of all priorities
• Conduct post Incident Reviews between IT and the Business
• Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult
• Developing, analysing and the timely delivery of insightful Incident and Problem Management related reports
• Continual Incident and Problem Management related education for Process Practitioners and the Business (both formal and informal)
• Other operational responsibilities such as change review, reviewing operational artefact, incident ticket quality assurance
• Reduce the level and impact of incidents by identifying and resolving underlying errors
• Proactive identification and resolution of potential problems
• Identifying, reviewing and managing IT Problems from creation through to closure
• Recommending and implementing improvements to Problem Management policy and procedure

• Experience working in an IT department of a large enterprise organisation with complex systems and infrastructure with a working knowledge of Service Level Management
• Excellent working knowledge of reporting tools, meta-data, metrics, and analysis
• Highly motivated and ability to work under pressure
• Excellent relationship building skills with expert communication and facilitation skills with internal and external customers at all level
• Experience performing an Incident and Problem Management position
• Expert problem solving
• Ability to prioritise issues and understand the related impacts and excellent planning and organisational within multi-tasking environment
• An understanding of IT infrastructure and Applications with extensive understanding of ITIL
• Third Party Vendor management
• Ability to effectively manage time, prioritise work, multi-task across many issues
• Strong leadership skills with the ability to co-ordinate several teams to resolve incidents
• Outstanding ability to analyse, isolate and interpret incidents, queries and problems and manage appropriately.

Essential Qualifications

• ITIL Foundation Certificate (minimum)
• ITIL Operational Support & Analysis (preferred)
• Tertiary qualifications or equivalent working experience
• Minimum 2 to 3 years in a similar position

At Link Group we are proud of our diverse and inclusive workforce and we are committed to providing equal employment opportunities to all candidates.

Link Group runs a successful and evolving national Corporate Social Responsibility program.  Join us in helping those disadvantaged (physically or financially), needing assistance with education, addressing health concerns affecting our society, advancing our Indigenous Australians and migrants and securing our environmental future. Together, we can make positive change locally and internationally.

Applications will only be accepted from candidates that have the appropriate rights to work permanently in Australia. Successful applicants will be required to complete background screening prior to commencement of employment.