Description
The Role
The primary purpose of the role is to facilitate the end to end coordination and orchestration changes, releases and Incidents across the cluster.
The role will execute Incident, Change & Release management practices in accordance with defined processes to ensure minimal disruptions to operations across the cluster and ensure customer requirements are met.
The role will liaise with multiple stakeholder groups including suppliers and application support teams, and ensuring that changes and incidents are managed to agreed expectations.
Key Accountabilities
Manage and orchestrate the scheduling and approval of changes within the cluster.
Act as the service integrator for all stakeholders in relation to the scheduling and approval.
Engage with Change Owners to assist with the development to a complete, accurate and compliant state prior to seeking Stakeholder approvals.
Work directly with internal and external resolver groups to ensure lower priority incidents are resolved.
Act as the service integrator to facilitate the identification of ownership for tickets that have been re-assigned multiple times between resolver groups.
Proactively identify and escalate potential risks and also contribute to the development of risk management plans and risk mitigation activities to ensure best practice risk management
Manage and co-ordinate lower priority incidents
Essential Requirements
Tertiary qualifications in a relevant field. Relevant IT service management certification/s.
Experience performing service management role/s with request fulfilment responsibilities, collaborating and engaging with multiple parties including third party suppliers.
Experiencing assisting and supporting the coordination of request fulfilment in a multi-sourced delivery model, in particular for technical infrastructure services (eg provision of a virtual machine with appropriate network connectivity).
Sound knowledge of infrastructure services and technologies including data centre and compute platforms and products, collaboration and productivity suites, network services (voice, mobile, and data).
A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
Ability to work additional hours outside of normal working hours.