ITIL Problem Manager - Team Lead
The position is accountable for 24x7 incident resolution and related incident & problem management functions required to meet contractual SLA objectives. The Incident Manager is required to collaboratively work with all stakeholders involved in the Incident Management life cycle such as, Technical Delivery Managers, 3rd Party Vendors, Project Teams and Customer Delivery Managers. The role requires strong problem solving skills and the ability to prioritise work load while working with the above stakeholders.
As the Problem Manager their responsibility is to minimise the adverse impact of Incidents and Problems on the account that are caused by errors within the IT infrastructure, and to prevent the recurrence of Incidents related to these errors. Duties and responsibilities Leading a team of 6 – 10 members across Incident and Service Request fulfilment functions Internal and external reporting across Incident, Problem and Service Request fulfilment functions Ensure adherence to client mandated policies and procedures based on the ITIL framework. Provide management and oversight to all Incident and Service Request tickets assigned to the queues and escalation management Manage distribution of workload for Incident Coordinators and Service Management Officers on a daily basis including the On-call duty roster Apply ITIL framework methodologies and analyse process metrics to design and implement procedural changes via the Continuous Service Improvement Process Develop a consultative and proactive relationship with other Service Providers and clients to facilitate Incident and Problem resolution Respond to all input regarding unplanned service interruptions within the environment Provide high priority Incident support for the environment in conjunction with the Incident Management team Manage Incident resolution or recovery using workarounds.
Manage the quality of data entered into Incident and Service Request Tickets Essential Criteria ITIL certification Strong analytical & problem analysis and solving skills Strong leadership skills Exceptional communication skills (verbal & written) 2 years working as an Incident Manager and as a Problem Manager A proven track record identifying trends within the technical environment, particularly in highlighting potential problems and/or improvements To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Tori Bull on (02) 6151 9214. Please quote our job reference number: 200175917..