EnergyAustralia4 followers4 jobs

Incident & Problem Management Lead

SeniorFull-timeHybridMelbourne VIC, AustraliaCustomer service and supportIT supportPosted 6 months agoVerified 5 hours ago
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About the job

The Incident and Problem Management Lead job is all about taking charge of managing major business-impacting incidents and ensuring swift service restoration within agreed Service Level Agreements (SLAs). This role is crucial for maintaining service excellence and fostering a supportive team culture where exceptional communication skills shine while interacting with diverse internal and external customers. The team values flexibility and work-life balance, offering time off options to ensure everyone thrives in a fast-paced environment.

You'll be responsible for

⚠️

Managing incidents and problems

Taking ownership of the end-to-end management of major business-impacting incidents, ensuring quick service restoration within agreed SLAs.
🤝

Collaborating with stakeholders

Engaging with a wide range of internal and external customers to ensure effective communication and service delivery.
🔄

Driving continuous improvement

Showcasing efficiencies and improvements in incident and problem management processes.

Key criteria

🔧

Incident and Problem Management experience

Proven experience in managing incidents and problems in ITIL environments.

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🤝

Stakeholder management skills

Demonstrated ability to collaborate effectively with diverse stakeholders.

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🗣️

Excellent communication skills

Strong verbal and written communication skills for customer interactions.

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Meet the team

About the company

View your fit

5 criteria for this job
Incident and Problem Management experience
Proven experience in managing incidents and problems in ITIL environments.

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Stakeholder management skills
Demonstrated ability to collaborate effectively with diverse stakeholders.

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Excellent communication skills
Strong verbal and written communication skills for customer interactions.

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Reporting and analytical skills
Experience in generating and interpreting reports and statistics.

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ServiceNow expertise
Proficient in using ServiceNow for incident and problem management.

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