Job Description:Our WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.About the Role (your why)As a
Major Incident Manager, you will be responsible for ensuring that all Incidents are carefully managed. This includes collaboration and coordination across technical teams to ensure customer expectations are met, and information needs of decision makers are achieved. The role is outcome oriented and requires engagement with other process managers such as Event and Problem to ensure early identification and reduced likelihood of repeat incidents.You will work closely with technical specialists across several technologies in a multi-vendor environment. Additionally, you will have responsibility for identification of improvement opportunities, including maintenance and improvement of Incident Management, policies, processes, and procedures, with a focus on continual service improvement.To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded.This role is Melbourne based and allows for flexible working. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best!
What you'll doAs
Major Incident Manager, you'll be responsible for:
- Leading, responding, driving, facilitating, and chairing Major Incident investigation activities, meetings, and conference calls with relevant stakeholders
- Notifying and communicating with stakeholders regarding the incident progress in line with the expected timeframes.
- Working with the relevant stakeholders to produce Post Incident Reviews (PIR's).
- Monitoring and co-ordinating with resolver groups, vendors, and asset owners to resolve the incident in line with resolution SLA's.
- Actively participating in Continual Service Improvement by identifying improvements to the incident, Major Incident management processes.
- Participating in rostered activities including 24x7 Major Incident On-Call roster.
We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.
What you'll bringWe are looking for someone who is proficient in leading efficient resolution of incidents using process to solve technical issues. You will need excellent interpersonal and stakeholder management skills, ITIL Foundation accreditation and a solid understanding of IT Service Management. You will have demonstratable experience as an
Incident Manager in large and complex IT and business environments, preferably within managed services.Why join us here at Datacom?Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
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