Career.lk

Critical Incident Manager

TETRAN is a leading Australian Managed Services Provider with service coverage in Australia, New Zealand, Singapore and Sri Lanka. We focus on providing innovative and flexible IT services and solutions that enhance business productivity. Its an exciting time to work in a vibrant organisation as we embark on a period of transformation and growth.

Duties

• Effective control of the Critical Incident and Problem Management processes.
• Managing client expectations and stakeholder.communications.
• Providing guidance and assistance on root cause analysis.
• Proactive Trend Analysis to prevent and reduce. Incidents.
• Developing case analytic, trend analysis and reports.
• Knowledge Management including maintaining a Known Error.Database, Workarounds, Post Incident Reviews and Recommendations for Improvement.
• Assisting to maintain stable and well. Documented IT environments for all customers.

Requirements

• Excellent prioritization, diagnosis and root cause analysis skills.
• Critical thinking skills - questioning, analytical, objective, honest, open minded.
• Demonstrated initiative, autonomy, adaptability, maturity and sound judgment.
• Strong technical background to work autonomously across technical experts.
• Tertiary qualified in ITC, business or similar.
• ITILv3 (2011) certified with in-depth knowledge of ITSM including Incident, Problem and Change Management.
• 5+ years relevant experience in large scale IT environments.
• 2+ years in a similar role managing major impact issues.
• Own transportation to Orion City.

Email Application Letter with CV to our email id as early as possible.