Green Light is supporting a leading organisation with need for multiple Incident and problem Coordinators.
This role supports a wider IT support team including Service Desk and Field Services and will be responsible for day-to-day Incident and Problem coordination in a multi-vendor environment. We have multiple openings in a new team for proactive, enthusiastic and technically savvy co-ordinators
* Location: Canberra
* Security Clearance: Baseline or higher
* Permanent Position
Your day will include:
* Attending and contributing to process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board
* Acting as an escalation path for Service Desk activities and assisting in coordinating and engaging other Service Providers
* Maintaining high standards of written and verbal communications
* Participating in weekly governance meetings
Performing routine service management duties, including:
* Generating and distributing reports and/or providing dashboards for Govt Client/SIAM Integrator
* Monitoring Incident Records for completeness for internal support
* Participating in post Incident reviews
* Engaging Problem management Root Cause Analysis and provide support for Problem Record
Providing capture support for MIM processes and engages with colleagues to coordinate service activities including:
* Gathering information about the incident
* Assisting with assessing the business impact
* Documenting the root cause of the incident
* Engaging with internal resources, clients and/or third-party vendors to manage ESM processes
* Adhering to in-scope processes (Service Levels, XLA and/or operational levels) for government clients and strategic partners
* Analysing Incident records and assisting with the identification of trends and providing input into proactive Problem investigations
* Detecting and reporting reoccurring issues
* Assisting and collaborating with Knowledge Management in documenting workarounds and known errors
You will be successful in this role if you have:
* ITIL v4 certification, or ITIL v3 with the ability to obtain ITIL v4
* 12 months or more experience in Incident or Problem Management roles
* Experience with Knowledge Management, Service Request Management and Change and Release Management (desired but not required)
* Experience within a multi-vendor environment
* Experience working with different levels of stakeholders and clients
Does this role sound like something which you would be interested in discussing further? Then feel free to give me a buzz on 61 (0)402430973 or flick your resume at sandhyak@greenlightworldwide.com
Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe