Address
Form of workDrive continuous process improvement and increase internal customers satisfaction.
Assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.- Permanent, full-time role
- Rotating Shift, Monday - Friday
- Be part of a global team
The role coordinates resources and action items related to the resolution of Major Incidents and Problem Investigations. Serves as an escalation point for Major Incident and Problem-related activity
- Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurrences.
- Lead process improvement initiatives.
- Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts.
- Validate an incident impact and priority to qualify the event as a “Major Incident”.
- Draft and publish various Knowledge Solutions.
- Transition of Major Incident information into the Problem Management process.
- In a call center rotation, serve as the Point of Contact for Major Incident Management.
- Bachelors degree or diploma in Computer Science, Information Systems, Business Administration, or related field.
- 3+ years of experience working in an Enterprise IT environment, ideally with customer service experience
- Experience operating within an ITIL framework
- Hands on Experience with IT infrastructure administration a plus, i.e. networking, operating systems, server configurations, app hosting etc.
- Working Knowledge of Software Development Lifecycle (SDLC) a plus.
- Experience with Data Analysis and reporting
You may send your CV and cover letter to edwardb@talentfocus.com.au or contact us on 02 9421 5900.
