Major Incident Manager

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August 7

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Thinkahead Consultant Psychologist Pty Ltd

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Thinkahead is a privately owned psychology firm working across both the clinical field of private practice as well as corporate consulting space.

1 - 10 employees

📋 Description

• AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. • At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. • We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. • We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. • AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. In this role, the Incident Manager is part of a team responsible for managing high severity incidents. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents. This role is also responsible for RCA and Problem Management support for AMS. We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customers.

🎯 Requirements

• College degree in information technology, engineering or a related field and/or equivalent experience. • Minimum of 7+ years’ experience in IT, Managed Services and/or ITSM Operations. • Minimum 3 years’ experience managing major incidents in complex environments. • Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. • Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred. • Full familiarity with ITSM knowledge base maintenance and process documentation. • High level of oral and written communication skills to communicate effectively with all stakeholders. • High level of IT service delivery and customer service skills. • Proficient at organizing documents and prioritizing work. • Ability to think and act both strategically and tactically. • Self-motivated; ability to work under minimal supervision. • Excellent managerial skills and ability to collaborate with team members. • Ability to analyze a high volume of technical data and work in a fast-paced environment. • Strong problem solving, analytical, and time management skills.

🏖️ Benefits

• Medical, Dental, and Vision Insurance • 401(k) • Paid company holidays • Paid time off • Paid parental and caregiver leave • Plus more! See benefits https://www.aheadbenefits.com/ for additional details.