Major Incident Escalation Manager

October 25

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Thinkahead Consultant Psychologist Pty Ltd

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Psychological Services • Corporate Training • Leadership Development Programs • Coaching • HR Consulting

1 - 10 employees

Description

• AHEAD builds platforms for digital business. • We help enterprises deliver on the promise of digital transformation. • We prioritize creating a culture of belonging. • We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. • The Major Incident Escalation Manager is responsible for managing the high-priority P1 incident response for Ahead Services customers. • The ideal candidate will have a strong track record in managing major incidents, drive continuous improvement in incident response processes, and ensure minimal impact on business operations. • This high-profile role requires strong leadership skills, strategic thinking, and effective communication.

Requirements

• MIM Professional or above OR • Two or more ITIL v.4 certifications • 5-10 years leading and managing incidents/crisis events in a large, complex multi-client environment. • 5+ years’ experience triaging/resolving incidents in a 24/7/365 medium to large scale Data Center/Operations, in a multi-client environment • 5+ years working with an ITSM ticketing system, ServiceNow preferred • Knowledge and experience of ITIL Incident and Problem Management processes and how to integrate them to improve service delivery. • Proficient use of all Microsoft Office applications, including Visio • Experience with IT monitoring tools and technologies (Logic Monitor, CA Unicenter, Solar Winds, etc.) • Strong communication skills • Leadership skills—the ability to take command in a high-stress situation • Problem-solving skills • The ability to make quick, confident decisions • Listening and synthesis skills • Negotiation, mediation, and conflict 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.