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High Priority Incident Manager

Job ID
R26719
Address
460 Bay Street, Port Melbourne, Victoria, Australia, 3207
Job TypeFull time

Position Summary

As a High Priority Incident (HPI) Manager, your primary responsibility is to provide service restoration activities to ensure maximum availability of IT services.   You will lead High Priority Incident calls, engage technical resources, as well as manage communications and escalations. Upon resolution of the incident, this individual will assist with technology/process activities to ensure continuous improvement of all impacted areas. 

Accountabilities

  • Facilitate the HPI process ensuring appropriate teams are quickly engaged, determine root cause, restore service, and communicate status
  • Assess incident priority based on potential risk/business impact (escalate as necessary)
  • Review and sponsor emergency changes required to resolve HPI
  • Create HPI problem tickets and collaborate with others to drive associated tasks to completion
  • Provide HPI insights and data required for the post mortem and availability processes
  • Collaborate with the Enterprise Command Center and Service Desk to identify patterns, events and issues which could prevent or limit HPI impact. Recommend resolutions to leaders and impactful teams.
  • Recommend adjustments to the HPI process based on experience and anticipated future needs
  • Provide recommendations to reduce HPI count and duration
  • Other duties as assigned

Qualifications

Required:

  • Four year degree in Computer Science, Information Systems or other related field or 4 years of equivalent work experience
  • Minimum 5 years working directly within an incident management process
  • Minimum 3 years of high priority or major incident facilitation within a global IT services organization
  • Ability to work in a high-paced, high-pressure environment
  • Verbal and written communications skills with the ability to adjust communication style to match the audience
  • Willing to move quickly and decisively to resolve an incident
  • Attention to detail to ensure processes are followed and root cause remediation is planned and executed
  • Ability to multitask and manage many moving parts

Benefits

At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.

Why Do You Belong at C.H. Robinson?


Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 19 million shipments annually for 105,000 customers, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.


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