Major Incident
vor 3 Wochen
With more than 20,000 employees working in over 550 stores across Australia alone, Chemist Warehouse is Australia's leading retail pharmacy group and one of Australia's most recognised brands.
Chemist Warehouse continues to deliver on an ambitious growth plan which has seen the expansion of operations into China, Ireland, New Zealand and many more exciting new developments to come
Our IT Operations Team is seeking a skilled and driven Major Incident & Problem Manager to join our expanding team for a 12-month fixed-term contract based at our Head Office in Preston.
About The RoleThe primary focus and responsibilities of this role are to manage Incidents both General and Major as well as problems throughout the environment by ensuring Incident and problem processors are enforced and fulfilled.
Reporting directly to the Senior Service Delivery Manager, you will be responsible for delivering tasks within the business and ITIL frameworks.
The ideal candidate will be proficient in ITIL, able to build strong, reliable relationships, and work effectively with a diverse range of multicultural teams.
You will also have the ability to enforce governance positively through the change management system, ensuring smooth operations and continued success.
Role ResponsibilitiesManaging the lifecycle of an incident, steering from detection through to response, restoration, remediation, resolution, and closureCoordinating between internal engineering teams and/or external vendor teams as well as business representativesCoordinating communication streams on multiple tools like ITSM (Service Now) and Microsoft teamsQuantifying problem or incident footprint - geographic and service areas; dimensioning customers, transactions, merchants, duration etc.
as requiredEnsuring that post-restoration actions are correctly captured, tracked, and completedProducing and contributing to the various incident, weekly and monthly reports, and post incident reviews (PIRs)Developing and maintaining operational relationships across the organisation functional and global.Identifying areas of opportunity for incremental improvements in our operational framework and working with the team to implement themManage major incidents in a way that will result in fast incident resolution or workaroundUpdate and ensure ongoing development of the IT major incident management processSkills and ExperienceExperience in managing technical Incident and problems within an organisationITIL Foundations CertifiedGood working knowledge of enterprise level Incident and problem frameworksExperience in ITIL aligned organisationA strong background in Governance through Major Incident management system and the ability to work internal and external relationships towards business outcomesOperational and qualitatively minded with an analytical, methodical, and diligent approach to problem solvingExceptionally detail-oriented with excellent documentation and written skillsSystematic problem-solving approach, coupled with effective communication skills and a sense of ownership and driveExperience in a client-facing environment where the operational/engineering world intersects with the commercial/tactical worldOperational experience within a high availability systems environment (finance, payments, telco, Saas etc.
)Working knowledge in using operational toolsets in monitoring, logging, alerting and analytics space such as ServiceNow and logic monitorExposure to ticket or case management tools, ServiceNow highly regardedBenefitsDiscounts across all of our brandsAccess to ongoing training and professional developmentFree flu vaccinationsAccess to EAP and support service #J-18808-Ljbffr
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