Logica is a major international force within IT and business services, employing 800 people across Australia and 39,000 globally. Our mission is to help leading organisations worldwide achieve their business objectives through the innovative delivery of information te chnology and business process solutions.

You will co-ordinate and manage delivery of all incidents in line with the Logica Incident Management process.
Accountabilities:

• Management, co-ordination and prioritisation of all incidents registered in the Logica Incident Management tool (Remedy);
• Provide regular communication and reporting on incidents and the Incident Management process  to the Service Managers/Operations Managers;
• Develop, co-ordinate and promote incident management activities within the local operations and provide training and mentoring to the delivery staff on incident management process;
• Ensure adherence to client policies associated with user authorisation, prioritisation, registration and request authorisation;
• Implementation of program to ensure all staff record and update incidents in line with the Incident Management process;
• Ensure that staff progress incidents to successful resolution within nominated KPIs;
• Act as escalation point for the Incident Management process;
• Escalation of major incidents to the nominated Major Incident Manager;
• Communication of incident management issues to relevant stakeholders (Service Managers, Operations Managers);
• Co-ordinate activities with the National Incident Management.

Key Skills Required:

• Degree, preferably in IT or other associated discipline;
• Solid background in IT with proven track record in successfully managing support teams and processes;
• Previous experience working for a service/solutions provider in an outsourcing capacity preferred;
  • Previous experience in Incident Management highly desirable;
•  ITIL V3 Foundations Certificate;
• ITIL V3 Operational Support and Analysis certification highly desirable.
  

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