Incident Manager
12mth contract for this role. Act in a key customer interface role to ensure customer SLA's are adhered to by the timely resolution of incidents.
Summary about this job
Help Desk & IT Support
Company: Capital Talent Consulting Pty Ltd
Location: Melbourne
Work type: Contract/Temp
Salary: $360 day plus super, If on more, plse apply
Phone: +61-8-6862-5396
Fax: +61-2-5294-4156
E-mail: n\a
Site: n\a
Detail information about job Incident Manager. Terms and conditions vacancy
Our client is a leading global technology company who support many enterprise customers with their cloud and software needs.
The 12 mth contract role provides delivery support to the Service Delivery Managers (SDMs) for business as usual activities. The SDM own the customer relationship and are responsible for the overall customer experience. Your role is to support the key customers as any incidents are dealt with and support the tracking and reporting of these problems in conjunction with the Service Delivery Managers.
The role includes;
- Incident Management for selected Premier Customers
- Manage support cases by liaising with Global Customer Support & Service Groups, through the internal Incident Management system.
- Manage Critical Situations through use of the relevant problems management tools to ensure that SLAs are adhered to.
- Help orchestrate incident post mortems on behalf of Service Delivery Managers.
- Ensure Aged and Idle support cases are acted upon and brought to SDM attention as required.
- Incident categorization, trend analysis, and make recommendations to the SDM on possible remediation focus areas
- Manage escalations to the SDM and Support Practice Managers as needed.
- Identify opportunities for proactive engagements to reduce frequency and duration of incidents.
- Supply SDMs usage and trending data for customer consumption.
- Document Case usage history and progress.
You will need previous experience in Australia in a similar Incident/Problem Manager role with a large technology company. Your communication skills must be first rate because you will have direct customer engagement as critical issues are being identified and resolved.
Your background and experience will probably include previous experience in managing Level 1-3 Help Desk Support teams. Whilst these teams do not report to you, you will be engaging with these sorts of technology professionals.
The rate is circa $350 a day plus super. There is the opportunity to go permanent with this client at some point should that work for both parties.