Senior Incident Analyst
Core
Coordinate and manage Priority 1, 2, and 3 Incidents; lead Major Incident bridge calls and War rooms; drive incident response across infrastructure, applications, security, and vendor teams.
Role type
Senior Incident Analyst (ITSM)
Builds
Operational reporting, dashboards, and service performance metrics for Harvey Norman's technology environment.
Domain
IT Service Management / Enterprise IT Operations
Deliverable
dashboards & analysis
Required skills
Incident Management, ServiceNow ITSM, ITIL Incident Management, Stakeholder Communication, Post Incident Reviews (PIRs), Trend Analysis, Problem Management
Responsibilities
Coordinate and manage Priority 1, 2, and 3 Incidents; Lead Major Incident bridge calls and War rooms; Monitor Incident progress and business impact; Develop and distribute clear communications to executives; 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
