The Incident Management function is part of the Technology Global Operations and is responsible for timely restoration of service outages across all business applications and infrastructure.
We are expanding our Incident Management team in Sydney. As an Incident Manager, you'll ensure that Incident Management processes are followed, work collaboratively across all global function in Technology and most important facilitate service restoration to minimize business impact.
Working with various internal and external technology partners to ensure timely service restoration, develop and deliver ITIL framework based methodologies, and document relevant processes to ensure that incidents are being managed within the service level agreements as per customer expectations and within contractual boundaries.
You will also need to use your initiative to take ownership of process issues and work with other support parties (internal and external), to ensure these objectives are met.
Key requirements for the role include significant IT Incident and Problem Management experience in an ITIL environment.
As you're often working in high pressure situations with executives through to technicians, strong communication and stakeholder management skills are absolute necessities.
It is important that you are comfortable to work weekends/ shift schedule. It is highly desirable that you have prior experience as an Incident Manager in a DevOps operating environment.
Your Key Responsibilities will include:
Manages the Incident triage calls, which serves as the single escalation point to Incident Managers. Assess incident priority based on potential risk / business impact and urgency.
Prepares and sends out Incident Notifications across the organization
Keeps the incident ticket compliant with the required information and regularly updated.
Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident Runsheet and ensures tasks are completed on time and in good quality.
Decides and triggers both technical and hierarchal escalations
Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required.
Manages emergency power downs of devices in the data centre or communications room.
Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines.
If you're ready for a challenging but rewarding change, we want to hear from you!
Please apply via the following link with cover letter, and CV. Alternatively to find out more about the position at www.macquarie.com/careers or contact Nicky Bell on 02 8232 1052 for a confidential discussion.
Founded in 1969, Macquarie Group is a global financial services provider with offices in 28 countries. We thrive on an entrepreneurial culture, delivering opportunity for our clients with accountability. Because of our long history of success has come from being different, we understand the importance that diversity and inclusion brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team!
The Corporate Operations Group (COG) brings together specialist support services including workplace, human resources, market operations and technology. COG's purpose is to drive operational excellence through business-aligned services with a focus on quality, cost and risk. COG comprises the following divisions: Business Improvement and Strategy, Business Services, Human Resources, Market Operations, and Technology.
Find out more about Macquarie careers at www.macquarie.com/careers
Advertised: 16 Jan 2017 AUS Eastern Daylight Time Applications close: