Senior Major Incident Manager

About us 

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards. 

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an

organisation that is driven by our core values of employee and customer experience.

We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. 

Goals:

The goal of the Senior Major Incident Manager (Sr. MIM) is to ensure the best possible service to our customers following best practice processes and procedures with an effective and stable team.

The Sr. MIM is required to manage, maintain and own the Incident function for managed services, this includes supporting our customers and ensuring we are meeting our SLA’s for all the customers for whom we support.

The Sr. MIM will have an eye for detail and a strong focus on customer service, operations, people leadership and continual service improvement.

Requirements

• 5 years’ experience as a Major Incident Manager.
• Working with an MSP experience is highly desirable but not mandatory.
• Working within an ITIL environment.
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.
• IT Degree or Diploma.

RESPONSIBILITIES:

This role oversees the operational management and governance of Major Incidents across blueAPACHE:

Major Incident Management Responsibilities:

• Run Major Incidents
• Part of a 24*7 MIM roster
• Own and continuously improve the MIM process (Accountable)
• Ensure adequate resources and focus are provided to find swift resolution for major incidents
• Keeping the internal and external customers informed throughout the life cycle of the major incident
• Review and approve Major Incident Reports (MIR)
• Training and induction on MIM
• Ensure problems identified during any Major Incident are appropriately recorded, owned and managed
• Ensure Major Incidents flow into the Problem Management process

Other responsibilities:

• Backup for Change management
• Manage direct or virtual reports (as required within the MIM function)
• Leadership and coaching as required (part of the EUS leadership team)
• Collaboration with other service management leadership on improvement initiatives.
• Other duties as required

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service.