Incident & Operations Manager
| Job Title: | Incident & Operations Manager |
| Contract Type: | Permanent |
| Location: | Sydney |
| Industry: | |
| Salary: | $130K |
| Reference: | 1014097 |
| Contact Name: | Lizzie Marshall |
| Contact Email: | lizzie@maydayrecruitment.com |
| Job Published: | September 23, 2020 13:03 |
Job Description
Our client has a range of payment solutions, and innovation is core to their cultural identity; these brand-new roles are critical to the ongoing success and growth of the business.
The core function of these Incident Managers will be to lead a 24x7 team that provide a range of services and expertise in delivering robust support services to our customers, our partners and our people, ensuring the best possible level of service quality and availability is achieved and maintained.
What’s In It For You
- Extensive training and onboarding with continuous on-going support from a strong leader with a “people-first” mindset
- Be part of a new team, driving new ways of working in a “start-up feel” environment with a vibrant culture
- These are highly confidential roles so further benefits will be discussed at interview
- Minimum 7 years’ experience in managing a team of direct reports with a strong technical focus, and prior ownership of the operation of a mission-critical team is crucial
- Must have experience coordinating high priority incidents in a fast-paced eco-system, with solid experience in the execution and governance of ITIL processes
- Strong understanding of fundamental operational best practices such as Monitoring and Event Management, with excellent decision making and problem solving skills
- Solid partnership and cross-functional skills, with the ability to influence and motivate others; always fostering teamwork and collaboration
- Acts confidently, is customer-centric and curious, always seeking to understand the customer outcomes and has the ability to manage multiple priorities
- Experience of managing numerous stakeholders, complex customer expectations, SLAs and comms in a timely and professional manner to Senior and Executive Levels
- Must always showcase confidence and a strong level of assertiveness, commanding mission-critical situations
- Extensive Incident Management experience encompassing exceptional communication practices, documentation, reporting (e.g. MTTR, PIR’s) and root cause analysis
- Experience of being responsible for delivery of end to end IT Services, developing best practice and championing Governance & Compliance
- All round technical depth, breadth and knowledge with ability to interpret monitoring screens and alerts
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