Major Incident Manager

1 week ago

Remote, New Zealand Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
This is an excellent opportunity to join a fantastic team of peers with a chance to take your career to new heights. You will be part of our extensive Service Management business who support each other working collaboratively across different customers.
About the role
If you like the adrenalin rush you get as you dive into an urgent issue, pulling in resources and researching technical answers to restore service quickly then this is the job for you
The Major Incident Manager is responsible for ensuring that all incidents are carefully managed to a quick and successful restoration of service. You will be collaborating and coordinating across different technical teams to ensure customer expectations are met, while also keeping all key decision makers well informed. In addition, this role will require you to work alongside some of our amazing key process managers to ensure the likelihood of any repeat incidents are reduced.
You will work closely with technical specialists across a number of technologies in a multi-vendor environment. Additionally, you will have responsibility for identification of improvement opportunities, including maintenance and uplift of process documentation.
What you’ll do

**As Major Incident Manager, you will be responsible for**:

- Coordinating and facilitating restoration of service as quickly as possible
- Managing all Priority 1 and 2 Incidents
- Escalate as required within the process to ensure outcomes are achieved
- Conduct Post Incident Reviews when required
- Provide reporting to key stakeholders as required
- Proactively participate in the Continuous Service Improvement process

What you’ll bring
We are looking for someone with an expertise of IT Incident Management: You’ll have a detailed understanding of a wide range of technologies, having worked in an IT managed service environment and have an excellent understanding of ITIL.
You will be passionate about driving outcomes and contributing to the success of our customer and internal teams. You will have a customer centric approach with the confidence to engage at multiple levels with different key stakeholders, both internally and externally.
Why Datacom?
We are local at heart, yet world-class in capability.

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