Name: Major Incident & Problem ManagerSite / Location: Australia PostRef #: 12369931Opening Date: 07-Apr-2025Work Type: Permanent Full TimeDescription & RequirementsAs a Service Management Specialist, you will govern and manage core practices of IT Service Management for Australia Post, primarily Incident Management, Problem Management and Continuous Service Improvement. The role will focus on supporting the resolution of high priority incidents, proactive incident prevention, emergency change coordination, environment monitoring, problem management, and a continuous focus on improvement initiatives.The Service Management Specialist will focus primarily on the following practices:Leading the incident management process to efficiently resolve incidents with a focus on major incidents, including providing after-hours support on a rotational on-call basis.Applying incident management best practices and ITIL principles.Collaborating with stakeholders to minimise the impact of incidents on business operations.Conducting post-incident reviews to identify root causes and drive continuous improvement.Identifying and addressing the root causes of recurring incidents.Guiding the problem management team in investigating and resolving problems.Maintaining a problem management knowledge base to prevent incident recurrence.Facilitating problem management meetings and promoting knowledge sharing.Commercial & Strategic Priorities:Lead and oversee the end-to-end incident management process, ensuring timely resolution of incidents and minimising impact on business operations.Provide expert guidance and support to the incident management team in incident identification, categorisation, prioritisation, diagnosis, and resolution.Collaborate with stakeholders to define incident management metrics, monitor performance, and implement improvements to enhance incident response and resolution times.Conduct post-incident reviews and analysis to identify root causes, develop preventive measures, and drive continuous improvement in incident management practices.Provide after-hours support for high-priority incidents on an on-call basis.Experience using analytical methodologies, frameworks, and tools.Ability to explain technical or complex matters in a way that is simple and accessible to a wide range of audiences.Experience in conducting training, across a wide range of audiences.Extensive experience (5+ years) in IT Service Management, with a focus on incident management, problem management and continuous improvement.In-depth knowledge of ITIL or other ITSM frameworks.Strong analytical and problem-solving skills, with the ability to drive root cause analysis and develop effective solutions.Excellent communication and stakeholder management skills, with the ability to collaborate effectively with individuals at all levels of the organisation.Relevant certifications such as ITIL Expert/ITIL 4 Managing Professional, Certified Problem Manager are highly desirable.We’re delivering togetherAt Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au.See and hear what it's like to be part of our teams in digital tech:
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