Senior Incident & Problem Manager

Location: Yarra Falls, Melbourne (Hybrid)

In this position, you’ll be based in Yarra Falls Melbourne office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex. 

We give you a world of potential

We are seeking a highly motivated and experienced Senior Incident & Problem Manager to join our Computershare Technology Services team, based in our Yarra Falls, Melbourne office. If you are looking for a challenging and rewarding role in IT incident management, then we want to hear from you. 

Please submit your application today and take the first step towards joining our dynamic and innovative team.

A role you will love

As a Senior Incident and Problem Manager, you will have a vital position in Computershare’s approach and implementation of the IT incident and problem management framework, to ensure we have a robust capability to prevent, respond, recover and learn from operational disruption events. These may also include contribution to Major Incidents of a non-technical nature such as facilities, pandemic, severe weather and force majeure which may impact our business operations or employees. 

Within this role you will be expected to execute the defined policies & processes and support the Head of Technology Incident Management to ensure the team perform efficient and effective management of Technology Incidents and Problems globally.

Whilst the vast majority of your working pattern will be during core office hours, as Incidents may arise at any time of the day, being flexible to respond outside of core office hours and prepared to work long hours when required is essential. This may include on occasion being On Call over a weekend.

Some key responsibilities:

• Deputising for Head of Technology Incident Management, responding to senior escalations and managing crisis events.
• Management of stakeholders and communications up to C’level during Major & High Priority Incidents.
• Coordinate bridge calls and ensure technology teams work collaboratively to minimise impact and expedite resolution.
• Deliver clear, concise and timely communication of Incidents with appropriate stakeholders identified.
• Execute the Incident and Problem Management Processes working closely with technology support teams.
• Drive root cause investigations across global support teams, ensuring preventative actions are taken to avoid repeat incidents.
• To contribute to a culture of first-class service to both Technical and Business teams.
• Identify improvements to the core processes to improve Service Availability and minimise repeat incidents.
• Contribute to a Globally consistent approach to IT Service Management in line with industry best practice.
• Contribute to reporting of the IT service and the performance to agreed KPIs & Service Levels

What will you bring to the role? 

As a Senior Incident and Problem Manager, you will demonstrate the ability to influence the rest of the team by showing experience, vision and passion to set direction and provide strategic focus to a talented, value driven workforce of incident responders. Furthermore, you will have an influencing role within the team alongside Incident and Problem Management specialists globally who support the business in managing operational incidents impacting our colleagues (internal) and customers (external). 

• Extensive experience of working across multiple ITIL aligned disciplines preferably in a Management capacity, especially Incident, Problem, and Change.
• Leadership experience in a large global operational business, demonstrating skills in strategic thinking, and translating this into effective delivery and business improvement.
• Excellent communication and interpersonal skills – able to build relationships and work with stakeholders and partners and withstand scrutiny up to C’level; having the ability to influence and challenge effectively; and able to listen and respond to challenges
• You will be working in a global role and as such, adjust your day and respond to early morning/late evening calls.
• Experience of process design & implementation.
• Knowledge of the implementation and support of ITIL Incident Management processes. 
• Ability to influence at peer level and above in order to drive through change and alignment to process with all other areas of Technology Services at a global level.
• Knowledge of service governance processes and the ability to understand risk to services.

Rewards designed for you   

Flexible work to help you find the best balance between work and lifestyle. 

Health and wellbeing rewards that can be tailored to support you and your family. 

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.   

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future. 

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.