Incident Response Controller II

Description

Responsible for:   

1. The main functions of the Incident Response Controller are as follows:

• Observing Quality Management and Technical and Professional Services procedures that govern the management and administration of Client CAREs in the corporate HEAT system, and the recording and categorisation of preventative actions in the problem management system (PROBi).
• Participating with TaPS technical teams and functional business teams to ensure that incident and problem management service levels, measurements and targets are met.
• Coordinating tasks with the Quality Management Team and TaPS to ensure incident and problem recording, monitoring, tracking, categorisation and reporting are possible.
• Maintaining incident and problem records and assists in categorising and allocating incident and problem management related work requests.
• Conducting post incident investigations to assist with the identification of incident root cause and preventative actions.
• Developing formal incident reports for TaPS management approval and on forwarding to Account Managers for review and client response.
• Administrative and documentation duties, as required.
• Looking for areas for improved effectiveness and efficiency by focusing on continuous improvement of incident and problem management systems and processes.

Extent of Authority: 

• Observe FUJIFILM DMS and TaPS Incident and Problem Management Policies and procedures.
• Contribute towards the development of quality systems and procedures to ensure seamless TaPS support is provided to users. 
• Communication/escalation procedures are established and maintained for incident management between TaPS, business representatives and FUJIFILM DMS customers. 
• Assist in developing and maintaining effective Incident Response and Problem Management processes for TaPS teams
• Co-ordinate support teams to perform triage, to identify and or fix incidents and provide support

Main Activities: 

• Co-ordinate Incident Response investigations with support and technical teams
• Communicate and record Incident events, progress reports, corrective actions, and root cause and preventative actions to BPO business representatives as required 
• Assist in identifying service improvements to increase customer satisfaction and process efficiencies.
• Action and resolve incidents using standardised, and documented procedures
• Monitor Incident and Problem queues
• Incident and problem management reporting, tracking and administration
• Ensure Incident records are captured in a timely manner
• Prioritise Incidents and Problems according to client SLA's and defined target dates, respectively
• Maintain incident management systems and processes 
• Escalate as required to IT Service Manager and/or General Manager Information Security and Governance.
• Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in your designated work area.   
• Ensure you do not discriminate against, harass or bully co-workers, prospective co-workers, FUJIFILM Data Management Solutions Pty Limited (FUJIFILM DMS) sub-contractors, visitors, clients or customers and ensure you treat people with fairness and respect in the performance of your duties.
• Ensure all FUJIFILM DMS policies, including Business Management System and Security policies and procedures are adhered to.
• Ensure Work Health and Safety policies and procedures are adhered to.
• Ensure that you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.

Key Skills and Personality Traits: 

Key Skills:

• Communications – external & internal

The Incident Response Controller must be able to communicate effectively with staff and business representatives. Demonstrated by his/her ability to escalate problems as they arise and liaise with technical teams to formulate incident responses.

• Service

The Incident Response Controller is expected to provide assistance to both external and internal customers. He/she will help resolve problems or direct the customer to the appropriate department person for help. In the case of external customers the Incident Response Controller will contact the correct department for the customer. To do this the incumbent will need to demonstrate knowledge of the technical resources available throughout FB DMS IT.

• Quality Control

The Incident Response Controller is expected to know the Quality Standards required by TaPS. The incumbent must be able to demonstrate his/her knowledge of FB DMS Quality procedures by continually delivering quality output and systems. 

• Improvements

The Incident Response Controller will be actively involved in isolating problem areas and suggesting and implementing improvements. He/she will write and check new procedures and will constructively critique and change these procedures if necessary.

• Product and Services Knowledge

The incumbent will have knowledge of the range of standard software products delivered by TaPS and be able to describe them to business representatives and customers.

• Documentation

The Incident Response Controller will develop procedures with the support of the IT Service Manager and assist in the implementation and training.

• Incident & Problem Manager Competencies

The Incident Response Controller will be expected to show a willingness to learn some of the responsibilities held by the Incident & Problem Manager. He/she will assist with tasks when requested. The Incident Response Controller may be called upon to carry out sections of the IT Service Manager's job when the manager is on leave.

Personality Traits:

• Self motivated
• Dependable and enthusiastic
• Positive attitude
• Process driven; especially important for developing and improving procedures
• Honest and competent
• Effective written and verbal communication skills
• Analytical and problem solving skills
• Organisation and time management skills

Qualifications and Typical Experience:   

• Three or more years of IT support services experience
• Previous experience in an Incident and/or Problem management role
• Familiarity with service management principles, e.g. incident, problem and change management
• Experience working with the information technology industry
• Experience working with company products/solutions
• Absolute focus on service to customers and users
• Demonstrated experience in negotiation internal stakeholders, in particular IT technical teams, to achieve outcomes
• Being able to clearly communicate to clients and internal stakeholders
• Excellent phone communication skills
• Ability to interact in a professional manner, and to build relationships with a broad range of people, and to work in a team environment
• Interpersonal skills to interact with internal customers and FBDMS team members
• Strong understanding of technical issues and business processes to achieve problem resolution 
• Strong understanding of incident and problem management processes 
• Ability to review and recommend improvements to key processes throughout IT support.
• Experience working with corporate applications, e.g. HEAT.

Special Circumstances: 

• Employment is dependent on a national police criminal history check that is acceptable to FUJIFILM DMS.
• Some travel may be required to various FUJIFILM DMS sites, interstate or overseas to meet requirements of the role.
• May be required to complete an Australian Taxation Office and Federal Police security check.
• Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in designated work area.
• Additional security clearances may be required as requested by FUJIFILM DMS or its clients.
• Required to work reasonable additional hours as may be necessary to meet the requirements of the position.
• Maintain FUJIFILM and client confidentiality.
• May be needed to be on-call from time to time to meet requirements of the role. 
• Required to participate in workplace fit-for-work initiatives (including stretching programs).

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