IT Incident and Improvement Lead

at  icare

PARRAMATTA

• Act as an Major incident escalation focal point
• 12 months Fixed Term Opportunity| Paramatta office| Hybrid working environment.
• Salary from $ 139,787+ super, plus benefits

ABOUT THE ROLE

The purpose of the role is to drive the restoration of icare systems and technologies to normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Represent IT Operations and maintain key relationships with technology stakeholders to continually improve the reputation of icare systems and technologies.

DUTIES

It’s an exciting time at icare where no two days are the same; as an IT Incident & Improvement Lead you will:

• Manage the end to end management, communication, escalation, investigation and resolution of incidents across icare systems and technologies problems, understanding business impacts and appropriately prioritising, to ensure there is minimal disruption to business activities.
• Engage, coordinate and negotiate with technical practices and technology partners to ensure efficient and effective coordination and cross team co-operation in incident resolution.
• Deliver communication of incidents, updates, status and resolution across the organisation that are timely and add value.
• Act as an incident escalation focal point. Drive, develop and manage the major incident process and associated procedures across icare.
• Document post incident recovery steps to establish root cause, aid in process improvements, identify deviations and to enable creation of a knowledge base.