Job Description: The Incident Manager supports the Assistant Director Service Management in the day-to-day management of matters relating to incidents for technical ICT and core business operations, processes within the AEC Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives. Job Requirements: Proven ability to plan and manage resources to deliver effective and efficient service incident and problem management to the AEC. Develop, implement, and provide advice on policies and procedures that will impact service delivery. Excellent verbal and written communication skills to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network. Proven ability to respond to a reported incident, identifying the cause and initiating the incident management process, including prioritising incidents according to business needs and priorities. Proven analytical abilities with the ability to facilitate change and contribute to business improvement strategies. A demonstrated ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results and support the AEC’s strategic direction. Qualification & Experience: Understanding of and experience in the application of the ITIL framework in an incident and problem management context, and its relationship with service, change and knowledge management. Experience in proactive incident and problem management leveraging various data and tools to identify and prevent incidents and problems, and to support continuous improvement. Experience as an escalation point for queries and more complex calls, problem rectification and fault reporting, including logging, escalation and coordination with team members and other IT support areas. •Liaise and consult with clients and other areas of the AEC on technical support issues, problem resolution and assistance. Experience in managing incidents and problems, processes and team members across an organisation to restore service operations and minimise impact to business. Job Details: Company: AEC Vacancy Type: Full Time Job Location: Canberra, Australia Application Deadline: N/A Apply Here careers-trivia.com
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