When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Incident Manager role will act as a single point of contact (SPOC) for all Incident Management escalations in New Zealand. This role will be reporting to Service Delivery Manager in support of the Incident & Problem processes and procedures and closely collaborate with the Service Delivery Manager, Application Support Manager and regional Incident Managers to increase service stability by identifying all improvement opportunities in the operational area.

Responsibilities…

  • Reviewing the incident records and driving required improvements to mitigate the risk of reoccurrence
  • Proactive identifying problems, analyses and recommend Service Improvement Plans with the possible solutions obtained from technical teams for department or business unit
  • Performing incident trend analysis and provide input for potential Problem sources
  • Preventing the replication of Problems across multiple systems
  • Reviewing the efficiency and effectiveness of the incident control process
  • Monitoring the effectiveness of the incident management process and makes recommendations for improvements
  • Maintaining inventory of incidents under analysis and their current progress and status
  • Following up issues and progress with technicians/engineers where necessary
  • Escalating cases to vendors where appropriate
  • Producing Incident Management reports and management information
  • Coordinating Major Incidents (WAR rooms) and meetings when required in line with agreed processes

What we’re looking for...

You’ll need to have…

  • Bachelor’s degree in Information Technology or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Four or more years working experience in a complex operational setup.
  • Two or more years’ experience as an Incident/Problem manager
  • Technical experience in networking, systems or software engineering roles.
  • Experienced with ITSM/ITIL frameworks.
  • Experience in working in a Software Development company
  • Excellent written and oral communication skills

Even better if you have one or more of the following…

  • Hands on technical experience in supporting or maintaining IoT platforms.
  • Agile, Kanban, Lean knowledge or certification.
  • AWS/ CISCO / Microsoft Server Certifications.
  • Ability to stay focused in a fast-paced, high-energy, challenging environment where there are multiple competing priorities daily.
  • Ability to work independently and as part of a team.
  • Familiarity with the MS Office suite of products
  • Experience creating presentations for Senior Management consumption
  • Excellent analytical and presentation skills.