ITIL Incident Problem Manager
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Top ASX Listed organisation are looking for a Senior ITIL Incident / Problem Manager is responsible for the major incident and problem process
Summary about this job
Other
Company: Perigon Group Pty Limited
Location: Sydney
Work type: Contract/Temp
Salary: n\a
Phone: +61-2-3969-5654
Fax: +61-7-6589-8654
E-mail: n\a
Site: n\a
Detail information about job ITIL Incident Problem Manager. Terms and conditions vacancy
Top ASX Listed organisation are looking for a Senior ITIL Incident / Problem Manager is responsible for the major incident and problem process with input from 1st, 2nd and 3rd line support to ensure they are resolved satisfactorily. This is a newly created role starting on a 6 month contract position.
- Responsibilities included
process is held by this role which includes driving its efficiency and effectiveness. - Service major incidents – 80% of incidents or problems resolved within timeframes
- Report major incidents / problem reports available to stakeholders on a weekly basis
- Drive the efficiency and effectiveness of the incident and problem management process
- Produce appropriate management information to report incident and problem management performance
- Alignment of major incident management to business outcomes in consultation with Service Delivery Manager
- Monitor effectiveness of incident and problem management and make recommendations for improvement
- Develop and maintain the incident and problem management systems
- Responsible for the management of major incidents and identifying root cause or known errors.
- Minimise the adverse impact of Problems on the Business
- Responsible for the Problem Management process and direct the activities of problem analysis and resolution
- Responsible for the identification of problem trends and solutions by analysing Incident data
- Investigate problems according to impact, through to resolution or error identification
- Provide workarounds for Incidents and Problems, perform Trend Analysis
- Monitor progress on the resolution of known errors
- Provide workarounds for major incidents or problems
- Provide management insight into Problems
- Monitor the quality of service delivered against agreed operating level agreements, and communicate findings
- Provide data to assist Service Level Management in benchmarking performance
- Develop and maintain the incident and problem management process and procedures
- Process Ownership – Incident and Problem Management
- Service event, Service Desk call
- Problem and Incident records and resolution
- Requirement to be on call 24*7 on a rostering basis or as required.
- Ensure compliance with relevant statutory and regulatory requirements regarding employees
- Adhere to the responsibilities outlined in the Enterprise Management System.
Knowledge & Qualifications
- Bachelor’s degree in Information Technology and/or Engineering Certifications / Methodology
- Solid ITIL, COBIT Experience
- 5 years verifiable experience IT Service Management environment
- Ability to work under pressure
- Ability to liaise with senior staff and third party executives
- Experience of Incident and Problem Management process and tools
- Business and financial awareness of the impact of Incidents and Problems
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