Support Engineering and Incident Manager

vor 2 Wochen

Sydney, Österreich Karbon Inc Vollzeit

We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution. Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement. Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity.

About this role

Leading a team of global Support Engineers, some of your main responsibilities will include:

  • Leadership and Oversight: Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care.
  • Global Team Management: Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock.
  • Incident Management Excellence: Take charge of production incidents with adept escalation, war-room leadership for swift resolution, and the facilitation of insightful postmortems.
  • Software Release Coordination: Lead the software release train, ensuring smooth and efficient rollouts that align with our operational goals and customer expectations.
  • Agile Practices: Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery.
  • Priority Management: Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences.
  • Culture and Improvement: Cultivate a healthy, safe, and inclusive team environment that not only allows our team to thrive but also fosters continuous improvement and growth.

About You

Candidates with the following characteristics and experience are encouraged to apply:

  • Worked previously in a Support Manager/Helpdesk Manager position
  • Knowledge and understanding of Agile methodology practices and concepts based on Scrum
  • Proactive in nurturing a team’s professional development
  • A good technical understanding and experience with SQL
  • Team player with excellent communication skills and a proactive approach to problem-solving
  • Ability to manage and lead a global team dealing with queues of varying tickets
  • Care about the outcome for customers and have a genuine interest in ensuring successful customer outcomes
  • Proficient at navigating and optimizing ticketing systems such as Intercom, Zendesk, or Salesforce
  • Experience managing simultaneous projects.
#J-18808-Ljbffr

  • Engineering Manager

    vor 2 Wochen

    Sydney, Österreich Austcorp Executive Recruitment PTY Ltd Vollzeit

    Engineering Manager opportunity with a leading delicious products manufacturer based local to Moorebank in Sydney. The role will lead a team of multi-skilled engineering and tradespeople whilst driving various CI and engineering strategies.Key Responsibilities: Lead, motivate, and supervise our engineering team of 20 plus, fostering collaboration and...

  • Senior Cyber Incident Management Consultant

    Gefunden in: beBee S AU - vor 4 Wochen

    Sydney, Österreich Marsh Vollzeit

    Marsh is seeking candidates for the following position, based in the Sydney office:Senior Cyber Incident Management ConsultantWhat can you expect?An exciting opportunity has become available for a Senior Cyber Incident Management (CIM) Specialist to join Marsh’s Cyber Incident Management team. Reporting directly to the Head of Marsh Cyber Incident...

  • IT Operations Support Manager

    Vor 3 Tagen

    Sydney, Österreich Woolworths Limited Vollzeit

    Career Opportunities: IT Operations Support Manager - Replenishment and Vendor Systems (957632) Requisition ID 957632 - Posted - Group Enablement - NSW - Full-time - Information Technology Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than...

  • Finance Manager Sydney

    vor 3 Wochen

    Sydney, Österreich AUSCARE Support Vollzeit

    Auscare Support offers Support Coordination, Psychosocial Recovery Coaching, Plan Management, Plan Maximiser and Support Staff services to NDIS participants across Australia!    From day one, the Mission Statement of Auscare Support has been to     ‘empower great futures for our clients and their families.’    About the Role   Reporting...

  • Finance Manager Sydney

    vor 3 Wochen

    Sydney, Österreich AUSCARE Support Vollzeit

    Auscare Support offers Support Coordination, Psychosocial Recovery Coaching, Plan Management, Plan Maximiser and Support Staff services to NDIS participants across Australia!    From day one, the Mission Statement of Auscare Support has been to     ‘empower great futures for our clients and their families.’    About the Role   Reporting...

  • Plan Manager Sydney

    vor 2 Wochen

    Sydney, Österreich AUSCARE Support Vollzeit

    Auscare Support offers Support Coordination, Psychosocial Recovery Coaching, Plan Management, Plan Maximiser and Support Staff services to NDIS participants across Australia! From day one, the mission statement of Auscare Support has been to    ‘empower great futures for our clients and their families.’       Each day, our team of Plan...

  • Engineering Project Manager

    vor 2 Wochen

    Sydney, Österreich Hydrostor Inc. Vollzeit

    Direct message the job poster from HydrostorRecruiter, Talent Acquisition Lead, Recruitment Manager, Sourcer, Talent Pooler, Internal Recruiter & HR AdvisorLocation: Sydney, NSW – Hybrid (3+ days/week in office)Job Type: Full-TimeJoin the Clean Energy Revolution!Are you ready to shape the future of sustainable energy? Hydrostor, a pioneer in Advanced...

  • Engineering Manager

    Vor 5 Tagen

    Sydney, Österreich HelloFresh Vollzeit

    JOB DESCRIPTION The role As the Engineering Manager for Becool you will be based in Pemulwuy and lead our current development team in shaping the future of logistics and transport. You'll be responsible for analyzing requirements, designing solution architectures, and ensuring efficient software production. This is a fantastic opportunity for someone who...

  • Engineering Manager

    Vor 3 Tagen

    Sydney, Österreich HelloFresh Australia Vollzeit

    ```html The role As the Engineering Manager for Becool you will be based in Pemulwuy and lead our current development team in shaping the future of logistics and transport. You'll be responsible for analyzing requirements, designing solution architectures, and ensuring efficient software production. This is a fantastic opportunity for someone who really...

  • Engineering Manager

    Vor 5 Tagen

    Sydney, Österreich Firesoft People Vollzeit

    Our client is investing heavily in its Product and Technology data team to continue to make data a competitive advantage. This means there are recruiting for two new Engineering Managers to lead separate Data Engineering teams. In this role, you will lead, coach, and mentor Data Engineers, help drive data product strategy with your peers in product...

  • Engineering Manager

    Gefunden in: beBee S AU - vor 2 Wochen

    Sydney, Österreich HelloFresh Vollzeit

    The role As the Engineering Manager for Becool you will be based in Pemulwuy and lead our current development team in shaping the future of logistics and transport. You'll be responsible for analyzing requirements, designing solution architectures, and ensuring efficient software production. This is a fantastic opportunity for someone who really wants to...

  • Technical Program Manager

    vor 2 Wochen

    Sydney, Österreich BlueWing Ventures, LLC. Vollzeit

    About the jobAt Anduril Australia we are developing un-crewed maritime and air domain systems that leverage unsupervised autonomy for the delivery of long endurance, multi-mission capability to our customers. These projects, including but not limited to the Extra Large Autonomous Undersea Vehicle (XL-AUV) Program, require a Technical Program Manager with...

  • Director: Security Incident and Vulnerability Management

    Gefunden in: beBee S AU - vor 4 Wochen

    Sydney, Österreich NTT Vollzeit

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients...

  • Cloud Security Incident Response Senior Analyst

    Vor 3 Tagen

    Council of the City of Sydney, Österreich Commonwealth Bank of Australia Vollzeit

    Cloud Security Incident Response Senior Analyst Security (Information & Communication Technology) You are a problem solver with experience in cloud security, specialising across AWS and Azure services and solutions.We are one of the largest Cyber Security teams in the southern hemisphere.Together we will build tomorrow's bank today, using world-leading...

  • Security Engineer, Incident Response

    Gefunden in: beBee S AU - vor 4 Wochen

    Sydney, Österreich Amazon Vollzeit

    DESCRIPTIONAWS is looking for a passionate Security Engineer, Incident Response who can lead the response to security issues across the largest cloud provider in the world. You must thrive in high-pressure situations, and think like both an attacker and defender, while working through the entire incident response lifecycle. You'll be working in a global team...

  • Software Engineering Manager

    vor 2 Wochen

    Sydney, Österreich ClearCompany Vollzeit

    Engineering Manager - PHP + Cloud Permanent Location - Sydney CBD - Hybrid - 2 Days in office Salary - circa $200 + superOur client is consistently releasing new products with extraordinary success, which has allowed them to continue to grow year on year.We're looking for an ambitious Software Engineering Manager who is interested in promoting into Head of...

  • Engineering Manager

    vor 2 Wochen

    Sydney, Österreich Q-CTRL Pty. Ltd. Vollzeit

    About usWe hold the key to making quantum technology useful and operate at the highest levels of the emerging quantum sector. Our products are already revolutionizing the way quantum technology is used; From educating the workforce on how quantum computing works with Black Opal, to the industry-first native integration of our performance-management software...

  • Engineering Manager

    vor 2 Wochen

    Sydney, Österreich Onset Group Vollzeit

    Job DescriptionEngineering ManagerCRM / Integrations$236k package ($180k + super + $36k bonus) Sydney based with flexible working SaaS analytics company Have you found yourself wondering recently what it would be like to work in a business that scaling fast?Rather than doing the same old BAU and your efforts going nowhere, you’ve thought about what it...

  • Customer Support Operations Manager NSW

    Gefunden in: beBee S AU - vor 3 Wochen

    Sydney, Österreich Philips Vollzeit

    Job TitleCustomer Support Operations Manager NSWJob DescriptionPhilips is a leading global healthcare company aiming to improve the lives of 2.5 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.Your role:We are currently seeking...

  • Replenishment Support Specialist

    Vor 3 Tagen

    Sydney, Österreich Woolworths Limited Vollzeit

    Requisition ID 969950 - Posted - Group Enablement - NSW - Full-time - Commercial Flexible and hybrid working available - 3 days a week from homeWork with a team that supports growth and career developmentFull time permanent opportunity available We are Woolworths Group   We are Woolworths Group. 200,000+ bright minds, passionate hearts and...