Spark Home Page

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.

The Major Incident Management Team Lead’s primary goals are to be accountable for the management, supervision and end-toend control of Incident Management for the client.

This includes workload management and for the provision of service to agreed service level agreements (SLAs). Create superior value for Spark by providing the best solutions through competence and accuracy and in a manner that delivers an outstanding client service experience.

Key objectives include:

• Consistent service level agreement (SLA) achievement

• No financial penalties as a result of breached incidents

• Cost-effective utilisation of Spark resources and service providers

• Proactively and measurably improve the efficiency of the Incident Management process and its impact on related processes (e.g. problem)

WHO YOU REPORT TO

• You report to the First Response Delivery Lead

WHAT SKILLS & EXPERIENCE YOU NEED

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

PEOPLE LEADING:

• Pro-actively mentors, coaches and supports the After Hours team

• At least 2+ years IT Team leader experience (IT and Telco)

• Coaches team members

• Demonstrated high level of attention-to-detail

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

• Computer literacy to an intermediate skill level including multi-system use in parallel; aptitude for technology

• Can do’ attitude, friendly and courteous

KEY ACCOUNTABILITIES AND RESULT AREAS 

• Accountable for Spark’s compliance with approved Incident Management policies, processes and standards

• Ensure rigid case management is in place for all incidents, and that they are resolved within agreed SLAs

• Ensure effective coverage of high-priority incidents is in place, where input will be required for PIRs

• Work with Technical Delivery Managers (TDMs) and Service Delivery Managers (SDMs) to provide a coordinated delivery of service resolution, both for the client and the internal business

• Ownership of the incident reporting process

• Assist in the building of front-line knowledge capability and any supporting reference databases

• Provide detailed information and / or support into problem and change management where required

• Facilitate Incident Management meetings for high-priority and / or major incidents

• Promote, use and enforce standardised methodology and processes (e.g. ITIL) for Incident Management

Working Conditions:

• This role may require occasional after-hours work to manage critical incidents.

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).