Incident Manager
1 month ago
About usThe Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
Incident Manager
Auckland CBD - Auckland
- Excellent customer relationship management skills
- Willingness to work flexibly in a rapidly changing environment
- Ability to reach quick and effective resolutions of High Priority P1 and P2 incidents
- Be solution focused and can look at issues from a range of angles
About the role
We seek a naturally curious and detail-oriented individual to join our IT Operations and Security Centre team as an Incident Manager, playing a critical role facilitating our Incident Management Process. We are the first point of contact for IT system outages. We restore normal services as quickly as possible and minimise the adverse impact on business operations.
Incident Management is responsible for initiating the Major Incident Management (MIM) process, and is the primary point of co-ordination, communication and escalation for major incident resolution.
In this role, you will
- Manage all priority incidents
- Complete incident reports and keep relevant information up to date
- Act as a point of contact for major incidents on call and after hours
- Coordinate and facilitate restoration of services
- Build relationships with stakeholders
Your strong organisational skills and attention to detail are essential, we want someone who is passionate about incident management. Your natural curiosity and eagerness to learn will enable you to thrive in this role.
About you
To be successful in this role you will have the following skills and experience:
- IT Service Delivery Manager or equivalent experience essential (especially in a large, complex, organisation)
- Experience of working in an Agile/ SAFe environment
- Relevant business or technical qualification at tertiary level or equivalent professional experience
- Demonstrated success in building and maintaining positive working relationships
- Ability to multi-task, prioritise and escalate where necessary
- Can demonstrate an understanding of technology solutions within the business environment in general
- Passionate about customer service
- Target driven and committed to the attainment of goals
- Excellent written and interpersonal skills
Position Description
To support our people's professional development, we're implementing the SFIA capability framework. This includes translating our Position Descriptions to align with the framework. We'll keep you informed of any updates to this Position Description during the recruitment process.
**Salary range**: $80,219.00 - $98,045.00
How to apply
**Note**: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description.
**Closing date**: Friday the 28th April 2023
Joining us
Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.
MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.
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