Incident and Problem Manager

7 months ago


Auckland City, New Zealand SkyCity Entertainment Group Full time

Are you a dedicated professional with a passion for leading and improving incident and problem management practices? We are seeking an Incident & Problem Manager to enhance our Enterprise Technology Incident, Major Incident, and Problem Management activities. Reporting to the Group GM Engineering & Technical Assurance, you will ensure our practices align with industry best standards and effectively support our services.

**The Role**:
In this role, you will design, govern, and own ICT Incident, Major Incident, and Problem Management practices. You will maintain policies, standards, and procedures to ensure our services are well-supported and fit for purpose. By monitoring and analysing KPIs and objective metrics, you will generate reports and provide insights to track performance, identify trends, and drive continuous improvement. Your continuous improvement activities will optimise workflows and implement best practices. Additionally, you will contribute to delivering outcomes on the Service-Now platform and support other members of the Service Experience team. Availability outside normal business hours will be required to fulfil the duties of Major Incident management and meet organisational needs.

**The Impact**:
Your contributions will ensure the efficiency and effectiveness of our incident and problem management practices, leading to improved service quality and customer satisfaction. By implementing best practices and driving continuous improvement, you will play a critical role in maintaining our high standards of service support.

**About You**:
You are a proactive problem solver with excellent influencing and negotiation skills, capable of facilitating discussions around complex issues and driving them to resolution. You excel at working independently with mínimal direction and have a professional demeanour with outstanding customer service skills. Your ability to collaborate with various business groups and articulate views clearly makes you an essential team player. Proficiency in using the Service-Now ITSM tool is crucial. You hold formal ITIL Certification and a relevant IT tertiary qualification, with extensive experience in incident and problem management, including Major Incident Management, Event Management, and problem-solving methodologies.

**About Us**:
We provide an opportunity to lead critical incident and problem management initiatives in a dynamic and collaborative environment. You will be part of a forward-thinking team that values innovation and excellence. In return, we offer a supportive and rewarding work environment where your expertise and contributions will be highly valued. In addition, we offer some fantastic employee perks such as;
- Fully subsidised health insurance through Southern Cross
- $2.50 meals in our staff cafeteria
- Heavily discounted staff car parking
- Career progression
- Discounts at our restaurants, bars and hotels
- A supportive and inclusive work environment with various employee resource groups
- Free trips up the Sky Tower as many times as you like
- The career opportunities we have at SkyCity are so diverse, and so are we. We don't just accept differences, we celebrate and support them. We recruit based on capability and performance - regardless of gender, gender identity or expression, race, national origin, age, educational background, disability or religious beliefs._

**_ S_**_kyCity takes its commitment to Host Responsibility seriously. Every member of our team, no matter their role, contributes towards SkyCity's culture of customer care_



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