Incident and Problem Manager

5 days ago


Auckland, Auckland, New Zealand AIA Hong Kong and Macau Full time
About the Role:
We are seeking a motivated and experienced Incident and Problem Manager to join our team. The successful candidate will be responsible for managing incidents and problems to ensure minimal disruption to our services.

Key Responsibilities:
  • Manage major incidents (Sev1/2, Managed Sev3) from identification/escalation to service restoration and closure within agreed SLAs, and in accordance with agreed standards/processes.
  • Drive root cause analysis and produce/publish Post Incident Review (PIR) and Root Cause Analysis (RCA) reports within agreed SLAs.

Requirements:
  • Experience in systems and network administration, broad understanding of Incident, Problem & Change Management disciplines.
  • Solid understanding of business needs and customer focus beyond technical/technology aspects.
  • Demonstrable experience managing multiple enterprise system issues, including corporate sites with significant impact.


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