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Job Description

Job Summary:

This position will provide central accountability and management of Incidents and Problems within Regional Services. This position is part of a Service Delivery team that will ensure all processes, procedures and policies are developed, documented and maintained for Service Delivery Management, as required under an ISO 20K operating model. This includes, but is not limited to, developing, implementing and refining a sound ITIL based practice around incident management, system defects rectification, problem management, service request delivery, service level management and change management.

Specifically, incumbents of this role will ensure that:

• The effect of incidents that have occurred is minimised
• The responsibility for identifying, prioritising and assigning problems and management of these problems is understood and relevant SMEs are engaged in the process of finding a solution
• A knowledge database is created, managed and maintained with information about known errors and workarounds for the service desk and other SMEs
• Internal and external stakeholders are kept informed during a current major incident
• Communications to 3rd parties affected by a major incident are relevant, concise and timely

This position works within a Service Delivery team, but typically under limited supervision and direction.  Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Lead and manage major incident responses, coordinating across Cubic, Third Parties and the Customer
• Lead post incident review for all major incidents, analyse and present key reports and findings to relevant stakeholders.
• Chair problem review meetings and incident conference calls. Document commitments and action items.
• Identify incidents which require special attention or escalation and follow the defined Escalation Path when needed, as defined in the Escalation Policy.
• Notify the participants in the Incident Management process when standards and procedures are not being followed
• Oversee the management of all incidents; re-route misdirected incidents that have not been handled in a timely manner in line with performance SLAs and KPIs.
• Respond to the Service Delivery Manager regarding escalation issues in line with Cubic’s agreed service levels
• Lead and coordinate all aspects of problem diagnosis and resolution, including engaging internal support teams, the Customer and Third-Party Suppliers.
• Maintain an overview of the problem queue, update the status and keeping stakeholders informed of progress
• Proactively ensure permanent solutions to known problems are investigated, even while resolution of the immediate impact is being progressed.
• Work with the Service Delivery Manager to establish reporting and development of SLAs required to meet customer contractual requirements and best practice under ITIL guidelines.  Document the problem cycle from initiation to resolution, coordinate the required reporting to internal and external stakeholders 
• Work with the Service Delivery Manager to ensure regional processes and standards are used as the foundation for the delivery of Services and are developed and aligned with customer specific requirements and outcomes
• For Change Management, coordinate emergency changes for the resolution of incidents. Assist the Change Manager to coordinate the development of change records that relate to incidents, and permanent fixes for workarounds and defects.
• Assist with developing and maintaining internal and external management reporting, with a focus on customer satisfaction and continuous improvement
• Act as a customer liaison regarding Problem & Incident management with the goal of driving improvement for the overall relationship

General Duties and Responsibilities:

• Comply with Cubic’s Quality Management System
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures
• Comply with security in accordance with established policies and procedures
• Comply with Cubic Human Resources Procedures
• Other duties as requested

Minimum Job Requirements:

• Bachelor’s degree or equivalent experience in other related technical discipline (Essential)
• ITIL V3 Foundations certification (Desirable)

Skills/Experience/Knowledge:

• Minimum 6 years problem and incident management experience in technology-based environment and managing and working with Service Level Agreements and KPIs
• Experience in playing a significant role in and support of a large-scale system
• Experience working within the confines of contracts that do not reflect the changing and developing needs of client
• Knowledge of Service Delivery disciplines as defined under ITIL
• Demonstrated knowledge and previous experience working within an ITIL organisation
• Ability to learn in-house data systems and applications
• Proficiency with Microsoft Office Package

• Problem and Incident Management experience in a technology-based environment (Desirable)
• Previous experience managing a service desk or help desk enterprise environment (Desirable)

Personal Qualities

• Display professionalism at all times when interfacing with subcontractors, vendors, management, customers and employees in all departments and divisions
• Excellent customer service and communication skills with the ability to adapt communication styles based on audience
• Able to work under project deadlines pressures and associated schedule constraints
• Strong analytical and problem-solving skills. Very detailed, service and process oriented with ability to learn quickly
• Able to remain calm and focused in a fast-paced environment
• Has a positive attitude and enthusiasm to achieve business deliverables
• Ability to travel frequently to other Cubic offices and nominated customer locations as required
• Reasonable availability outside of normal office hours on a 24/7 basis (as rostered) in the event of a major incident.
• Able to self-manage

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business needs.

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.