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Major Incident Management

Our organisation: Ko mātou tēnei

As New Zealand's largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.

We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.

About the Role:

Reporting to Team Lead – Major Incident Management, you’ll be a highly motivated and technically confident individual, with excellent teamwork and collaboration skills, as well as a strong desire for improvement and self-development.

 As the Incident Manager, you’ll be responsible for managing the lifecycle of all high severity incidents, ensuring that normal service operation is restored as quickly as possible and minimising the adverse impact on business operations. This role involves coordinating the response to incidents, analysing incident trends, and implementing measures to prevent recurrence.

 Key Responsibilities:

MAJOR INCIDENT:

•             2+ years’ experience in Incident or problem management

•             Relevant industry certification (e.g. ITIL or Prince2)

•             Relevant tertiary qualification in business or technology field

•             Detailed understanding of ITIL Service Desk and Incident Management

•             Demonstrated ability to identify and analyse trends in technical data

•             Systematic, disciplined and analytical approach to problem solving

•             Excellent client service skills and strong client focus; results-orientated and committed to delivering excellence

•             Excellent communication skills – oral presentation, negotiation, active listening, etc

•             Strong time management disciplines

•             Experienced at multi-tasking several incidents simultaneously

•             Ability to maintain composure during high-priority incidents

•             Demonstrated high level of attention-to-detail

•             Act as a catalyst for cultural and strategic change and continuous improvement 

•             Capable of producing high volumes of accurate work

•             Can negotiate quality, detail, scope, or deadlines as per client directions and priorities

 Incident Management:

• Coordinate and manage the incident response process, ensuring timely resolution.
• Prioritise incidents based on impact and urgency.
• Ensure that all incidents are logged, categorised, and documented accurately.
• Communicate incident status, resolution progress, and final resolution to stakeholders.
  

Incident Analysis and Reporting:

• Conduct post-incident reviews to identify root causes and lessons learned.
• Analyse incident trends and patterns to identify areas for improvement.
• Prepare and present incident reports to senior management.
• Continuous Improvement:
• Develop and implement incident management processes and procedures.
• Work with other ICT teams to improve service delivery and reduce incident occurrence.
• Identify and implement measures to prevent recurrence of incidents.
• Stakeholder Management:
• Liaise with internal and external stakeholders to ensure effective incident resolution.
• Maintain strong relationships with key stakeholders to facilitate communication and collaboration.

 Qualifications and Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• ITIL Foundation certification or equivalent.
• Minimum of 5 years of experience in ICT incident management or a related role.
• Strong understanding of IT service management (ITSM) principles and practices.
• Experience with incident management tools and software.

 Skills and Competencies:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team management skills.
• Attention to detail and a proactive approach to incident management.

 Working Conditions:

• This role requires after-hours work to manage critical incidents.
• The Incident Manager may be required to be on-call for incident response.

 WHY CHOOSE US:

 Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai

 At Spark, we are constantly looking for ways to build a more inclusive culture.  Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices.  We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

 Sustainability: Toitū

Sustainability is a key focus for us.  We are dedicated to supporting Aotearoa New Zealand’s recovery and economic transformation.  The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.

Benefits: Awhina

Our people matter and we make sure we look after them.  As a valued employee of Spark, we’ve got our people covered with a range of leading benefits including:

·         Wellbeing – Comprehensive medical insurance, life and income protection.  Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.

·         Hybrid ways of working – for most teams at Spark this means being in the office for 4 days a week, and 1 day being flexible.

·         Leave – in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave payments & support, and study leave.

·         Spark Credit – We provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.

·         Spark Share scheme – periodically we offer the opportunity to buy into our share scheme.

·         Career development – access to an internal marketplace that connects employees with experiential, on the job learning across Spark.

Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).