Job Description

Ready for an adrenaline-fueled role where you'll be at the forefront of managing high-stakes incidents? 

We are currently looking for an Incident Manager who can act as a reliable point of escalation for service incidents.

About The Company:

They are at the forefront of the tech industry, dedicated to weaving robust network, cyber and cloud solutions that stand the test of time and demand

Why You'll Love Working Here:

• Work-Life Harmony: Flexible arrangements that allow you to blend your work and personal life smoothly.
• Growth and Learning: Dive into a sea of learning opportunities, aiming for certifications that will elevate your expertise.
• Comprehensive Benefits: From transportation to meals, communication allowances, and family-inclusive health insurance, we've got you covered.
• A Culture of Care: Like a tight-knit community, we look out for each other, celebrating successes and supporting through challenges.

Your Role and Impact:

• Incident Coordination: Coordinate activities to respond to incidents and serve as an escalation point for major and significant (P1/P2) incidents, akin to orchestrating a synchronized dance to address challenges swiftly and efficiently.
• Resource Allocation: Direct support resources to where they are most required, navigating the complex landscape of priorities like a seasoned captain steering a ship through turbulent waters.
• Escalation Management: Escalate lack of progress with incidents or risk to SLA achievement with the urgency and clarity of a beacon signaling danger in the night.
• Policy Establishment: Establish policies, systems, and procedures and monitor compliance with these, laying down the groundwork for smooth operations like an architect designing a sturdy foundation for a skyscraper.
• Trend Analysis: Analyze and report trends in incidents and contribute to the service improvement roadmap, interpreting data like a seasoned detective piecing together clues to solve a complex case.
• Client Focus: Demonstrate a strong client focus and professional approach when communicating with customers, partners, and internal staff, embodying empathy and professionalism like a skilled diplomat fostering harmony in international relations.

Who We Are Looking For:

• Assertive Support Specialist: With the confidence of a seasoned diplomat, you provide unwavering support to international clients in the dynamic landscape of enterprise environments.
• Client-Facing Expertise: Backed by a year of navigating complex client interactions, your commitment to excellence in customer service shines through in every interaction.
• Data Whisperer: Your proficiency in extracting and analyzing data, akin to unraveling a mystery, using tools like MS Excel, ensures informed decision-making and trend prediction.
• Service Desk Virtuoso: With a minimum of two years' experience in technical support roles, you bring a wealth of knowledge to the service desk, ensuring swift resolution and client satisfaction.
• ITIL-Aligned Maven: Operating seamlessly in an ITIL-aligned environment, you're driven by the pursuit of consistent SLA achievement, ensuring operational excellence at every turn.
• Mentor Extraordinaire: Your knack for mentoring and coaching others elevates team performance, fostering an environment of continuous growth and development.
• Tech Connoisseur: Familiarity with ticketing systems and expertise in supporting Cisco, Viptela, and Fortinet SD-WAN technologies positions you as a sought-after asset in the tech realm.
• Continuous Learner: Equipped with ITIL Foundation or Awareness training, you're committed to staying abreast of industry best practices, ensuring your skills remain sharp and relevant.

Interested to hear more about this role? Apply here, or contact Joselle on +639178830025  or email joselle@theonset.com.au