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.
ResponsibilitiesDevelop and maintain the organisations Incident Management and Request Management systems of practice, tools, culture and processesCollaborate with stakeholders and product management to continuously improve the internally built Incident Management systemOwn and deliver complex end to end systemic solutionsIncident Management and Request Management data governanceAnalyse and take corrective actions required to meet Incident Management and Request Management KPIsAnalyse Incident data to determine any trends or apparent Problems that occurInterface with the customer service team for management of both complex and Major IncidentsLead and manage timely root cause identification across multiple teams and technologies - Document Post Incident Reviews for both customers and internal stakeholdersPrioritise and drive resolution of actions arising from PIRs to prevent recurrence of Major IncidentsTrain staff and stakeholders in the Incident Management and Request Management processes, procedures and policiesReport on Incident Management and Request Management practice implementation, team and commercial outcomesSkills and Experience5+ Years ITSM experience including previous experience in Incident Management in enterprise level IT environmentsCompetence using Incident Management systemsStrong technical acumen – ability to engage meaningfully in the technical detail of cause and resolutionProficiency in recognizing and comprehending systemic issuesAbility to work autonomously, while being comfortable taking direction as requiredHighly skilled at using influence and merit to make impactful changeAbility to develop and maintain strong inter-departmental and stakeholder relationshipsAbout WiseTech GlobalOur 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.
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