About the Role
We are seeking an ITSM Incident Manager in Sydney to join our Productivity and Delivery team. This is your chance to join a global leader and become responsible for managing the lifecycle of all incidents that occur across our customer and business operations. You will identify and lead initiatives for the effective and efficient resolution of incidents and fulfillment of requests. It is an excellent opportunity for a strong leader who enjoys driving organisational change and has a track record of delivering complex initiatives.
Responsibilities
- Develop and maintain the organisations Incident Management and Request Management systems of practice, tools, culture and processes
- Collaborate with stakeholders and product management to continuously improve the internally built Incident Management system
- Own and deliver complex end to end systemic solutions
- Incident Management and Request Management data governance
- Analyse and take corrective actions required to meet Incident Management and Request Management KPIs
- Analyse Incident data to determine any trends or apparent Problems that occur
- Interface with the customer service team for management of both complex and Major Incidents
- Lead and manage timely root cause identification across multiple teams and technologies - Document Post Incident Reviews for both customers and internal stakeholders
- Prioritise and drive resolution of actions arising from PIRs to prevent recurrence of Major Incidents
- Train staff and stakeholders in the Incident Management and Request Management processes, procedures and policies
- Report on Incident Management and Request Management practice implementation, team and commercial outcomes
- Drive continuous improvement
Skills and Experience
- 5+ Years ITSM experience including previous experience in Incident Management in enterprise level IT environments
- Competence using Incident Management systems
- Strong technical acumen – ability to engage meaningfully in the technical detail of cause and resolution
- Proficiency in recognizing and comprehending systemic issues
- Ability to work autonomously, while being comfortable taking direction as required
- Highly skilled at using influence and merit to make impactful change
- Ability to develop and maintain strong inter-departmental and stakeholder relationships
About WiseTech Global
Our innovations and global technology enable, improve, and empower the world’s supply chains. Having listed on the ASX in 2016, WiseTech Global is now an ASX 50, AU$25 billion+ company that is serious about expansion and technical innovation. Our mission is to change the world by creating breakthrough products that empower those that own, enable and operate the supply chains of the world.
Before you Apply
From time to time, WiseTech Global may use an external service provider to assess applications on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.
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