ANZ Incident Manager
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ANZ Incident Manager
Reference No.:
348357
Work type:
Full Time - Permanent Role
Location:
Melbourne
Job Title
Incident Manager - Optus
Division/Business Unit/Team
Optus Business - ANZ Team
Reporting to (job title)
Change and Incident Team Leader
Location
Melbourne
Job Level or Remuneration Range
Approved by (job title)
POSITION SUMMARY
As an "Incident Manager" the incumbent will be working with the SingTel Optus ANZ Operations team to, develop and deliver ITIL framework based methodologies, provide management reporting on Key Performance Indicators, and documenting relevant processes to ensure that incidents are being managed within the service level agreements as per client expectations and within contractual boundaries. The Incident Manager will need to use their initiative to take ownership of process issues and work with other support parties, within and external to SingTel Optus, to ensure these objectives are met. As such this role requires a high level of decision making and influence.
This role within the SingTel ANZ Operations team acts to ensure that Incident Management processes are followed correctly and that performance is measured with a high level of quality and timely resolution.
KEY ACCOUNTABILITIES/ KPIs
Responsibilities include:
• Maintaining the Incident Management ITIL Processes
• Producing weekly Incident Management Reports for the Customer and internally which includes statistical graphs, trending analysis and articulation.
• Co-ordinate weekly meetings with Service Delivery Managers for effective management of current cases and producing reports for open cases to be presented to the customer.
• Co-ordination of resources to achieve the resolution of a problem/incident which meets customers requirements
• Assist in determining the priority of incidents
• Acting as the escalation point for ANZ incidents
• Escalation of known problems to the Service Delivery Managers and Problem Manager.
• Liaise with the Service Delivery Managers, Operational Groups and Customers on Priority 1 and 2 Incidents
• Completion of Priority 1 and 2 Incident Reports for the Customer.
• Required to meet Customer and Business deadlines and be accountable.
• Ensure Quality Assurance on all Reports to the Customer and the Business.
• Collect data on current investigations of Incidents with the Service Desks and their Team Leaders.
• Learning continuously and keeping abreast of technology and operation of the centre
Accountability for the role includes:
• Accountable for achieving performance outcomes (as outlined in Performance Development Review)
• Review and audit of incident records to ensure process requirements have been met (correct category, severity and high level of information relating to the resolution of incidents).
• Managing assigned incidents through to resolution
• Achieving high levels of customer satisfaction in the resolution of incidents
• Ensure customer network management procedures/process are current and relevant
• Ensure incidents are managed within agreed Customer contracted SLAs. For example; incidents are escalated and Customers are updated according to the defined SLAs.
• Ensure restoration of Priority 1 and 2 services within defined customer contracted Service Level Agreements (SLAs)
• Adhering to SingTel Optus Policy relevant to your role & all activities undertaken in that role
• Undertake all work in a safe manner and follow all company and work place health & safety procedures
• Identify new hazards and advise manager and OH&S representatives within 24 hours of identification
• Report incidents and accidents to manager and OH&S representative as soon as possible
ROLE DIMENSIONS
Financial Targets and Budgets
Revenue
$
Orders
$
Capital expenditure budget
$
Operating budget
$
Other, eg EBIT
Markets and Customers
Target markets
Impact on customers
High
Customer type
Both internal and external
Staff under Management:
Number of direct reports
0
Total staff (ie direct and indirect reports)
0
OPERATING ENVIRONMENT
Decision Making Authority (Both from a Problem Solving and Accountability Perspective)
Decisions made under own authority
Decisions Referred to Higher Authority
• Completion of tasks within area of responsibility and within SingTel Optus process and guidelines.
• Development and monitoring adherence to Incident Management process
• Major alterations to the incident management process.
• Any activity which will incur a cost for SingTel Optus or SingTel Optus" client where prior approval has not been provided
Key Internal/External Contacts
Contact
Purpose
ANZ Operations Lead
ANZ Operations Delivery Manager
Alphawest EMC, Support Teams and Team Leaders
Manager, National Operations Centre
ANZ Service Delivery & Technical Delivery Teams
QUALIFICATIONS / EXPERIENCE / KNOWLEDGE REQUIRED
Education level, knowledge and work/industry experience
• At least 5 years of IT&T experience in a Customer Service Desk and Incident Management environment
• Be able to demonstrate strong ITIL based process management experience.
• Experience working effectively within a professional and disciplined IT services delivery environment.
• Experience in an Outsourced IT Support model would be a distinct advantage.
• ITIL based Certification - ITIL Foundation Certificate or higher
• IT Vendor certifications e.g. MCP, CCNA
• Relevant IT Degree or Diploma
Professional/technical skills
• Knowledge of operating systems such as Win2K, UNIX, Linux.
• Knowledge of LAN technologies such as Ethernet, Token-ring, FDDI
• Knowledge of LAN networking technologies
• Knowledge of WAN technologies such as Frame-relay, ISDN, ATM etc
• Knowledge of Firewall and Security products
Behavioral (e.g. negotiation skills, presentation skills)
• Demonstrate strong customer focus, as well as being results driven
• Demonstrate an analytical problem solving approach
• Demonstrate good reporting skills both written, analytical and statistical
• Ability to follow and create processes and procedures
• Interact with all levels of staff and customers including technical and management
• Ability to Manage Customer Expectations
• Excellent communication and interpersonal skills
• Excellent time management skills
• Self starter and self motivated
Other
• Ability to perform under pressure
• Flexibility in approach to problems
• Autonomous
• Well organised
• Diligent with a strong attention to detail
• Strong process leadership skills
• Ability to negotiate process solutions
• Professional standards of personal presentation
• Professional approach, work ethic and aptitude
Please note as part of the Optus Business ANZ selection process you will be subject to an employment screening check, this may include a police check and or credit check.
Advertised:
23 Dec 2011 Aus. Eastern Standard Time
Closing date:
15 Jan 2012 5:00pm Aus. Eastern Standard Time
More information on this Job
http:/www.optus.com.au
Author Info:
Optus
Working at Optus
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