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New Zealand
Group Technology Looking for Incident Manager at Auckland City, Auckland Full Time
About us
Group Technology, our IT division at Fletcher Building acts as a centre of excellence to provide delivery of IT services, high quality insights, guidance and advice on all aspects of IT and technical infrastructure across the Fletcher Building Group.
The Fletcher Building family is a community made up of people who use all their experience, skills and individuality to do amazing work. We are listed on both the NZX and ASX and have some 30 businesses. Today, we employ 14,500 people across New Zealand, Australia and the South Pacific.
About the role
We have a rare and exciting opportunity for an Incident Manager to join Group Technology (GT). In this role, you’ll be responsible for ensuring the consistent delivery and quality of IT services to the business, by providing a support and governance role to ensure incidents that our most critical Incidents are managed effectively across the different GT teams.
You’ll own the development of Incident Management processes and escalations, establishing continuous process improvement cycles to drive delivery and resolution excellence. This senior role reports into our Head of Service Management and is responsible for managing Major Incidents and associated Major Incident Management framework, and reporting. It also has ownership of the Disaster Recovery Programme of work.
About you
You’ll be the ring leader; you’ll be the one that brings the relevant teams together to respond to and resolve critical and major incidents in a timely manner and in accordance with our internal Customer’s needs and meeting our commitments. You’ll own the process of Major Incident Management from end to end. This involves planning and coordinating all the activities required to perform, monitor, and report on the Incident Management process, and follow through to understanding the root cause following the major incident. If therefore goes without saying you’ll naturally be cool, calm and collected – you’ll be the one to bring calmness to the chaos.
You’ll also be a strong communicator, particularly when dealing with senior stakeholders, including the CIO and his Senior Leadership team. You’ll be confident, clear and quick to communicate when managing virtual teams, being responsible for Major Incident Management 24/7 and the associated on-call requirements to ensure effective 24/7 management.
Given the nature of these major and critical incidents, you’ll need to have a background in either IT Service Desk, IT Operational teams, Network Support, Change Management or Incident Management. Whilst you don’t need to be an IT specialist, you need to come equipped with a broad understanding, ideally from a large complex organisation.
This role isn’t for the faint hearted – but it is a great opportunity for someone who wants to take ownership of IT Incident Management and carve out a rewarding career at Fletcher Building. Apply now or contact Mereula Nacewa, Corporate Talent Acquisition Manager at Fletcher Building on 021 727 166.
As an Equal Opportunity Employer, we strive to create an inclusive environment for all our employees. We welcome applicants from diverse backgrounds to apply to any of our vacant positions. Talk to us about our flexible working arrangements and career pathways.
