Incident Manager

At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers.

NEXTDC is an exciting ASX 100-listed technology company, only 14 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on their journey to supporting our customer’s digital infrastructure.

At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

Where Cloud lives and AI thrives

As our Incident Manager you will be a Technical Support Specialist across Incident and Change within our Global Integrated Operations Centre (GIOC) team. In this role you’ll be responsible for ensuring that efficient incident and technical change management is conducted and adhered to. You’ll play a pivotal role in maintaining operational stability, customer satisfaction, and service quality by effectively responding to incidents, implementing change requests with minimal disruption to services, and adhering to ITIL principles to ensure standards are maintained.  

Tasks you will be responsible for:

• Operate incident management processes across cross functional areas of the business using ITIL best practices, to ensure timely incident resolution and minimal impact on services.   
• Manage assigned components of the incident management program, including coordinating with relevant teams to define root cause(s), generating incident reports, data analysis and providing recommendations of permanent corrective actions or areas for improvement.   
• Lead change management processes to implement corrective actions, adopting ITIL change management principles, to assess, plan, and execute the changes with minimal operational disruption.   
• Identify and mitigate risks associated with incidents and changes, in line with ITIL risk management principles, to safeguard operations and customer services.   
• Communicate effectively with internal and external stakeholders, for service level management, to provide updates and ensure transparency.   
• Provide expert on-call support for operational teams and respond to escalations as required.   
• Participate in the on-call roster as required as the senior escalation point 

• Demonstrated ability to build partnerships and collaborate across functions to deliver results  

• Experienced technical change practitioner and hold practical knowledge of ITIL framework  

• Strong leadership skills, with steadfast resolve and personal integrity.  

• Excellent communication and interpersonal skills, with the ability to articulate concepts and ideas clearly to stakeholders at all levels 

• Experience managing direct reports, as well as cross-functional working groups.  

• Opportunity to be a vital part of NEXTDC
• Inclusive, diverse and values-driven working culture
• Hybrid working practices
• Awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move.