Senior Incident Analyst
Core
Coordinate and manage major IT incidents, lead bridge calls and war rooms, and drive continual service improvement across the technology environment.
Role type
Senior Incident Analyst (ITSM)
Builds
Operational stability and service reliability for Harvey Norman's global technology environment
Domain
IT Service Management / Enterprise IT Operations
Deliverable
dashboards & analysis
Required skills
Major Incident Management, ServiceNow ITSM administration, ITIL Incident Management processes, stakeholder communication, executive reporting, incident trend analysis, problem management, process improvement
Preferred skills
Experience in large enterprise environments, calm approach under pressure, analytical troubleshooting
Technologies
ServiceNow
Responsibilities
Coordinate and manage Priority 1, 2 and 3 Incidents; Lead Major Incident bridge calls and War rooms; Drive Incident response activities across infrastructure, applications, security, service desk and vendor teams; Monitor Incident progress and business impact; Develop and distribute clear communications to executives and stakeholders; Facilitate Post Incident Reviews (PIRs); Support ServiceNow platform administration; Produce Incident management reports and dashboards; Analyse Incident trends to improve service reliability
Seniority
Senior, hands-on IC
