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.
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.
Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.
We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.
Your benefits are market competitive and delivered by some of the best providers.
You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.
We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.
Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.
You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.
Your benefits package will vary depending on the country in which you work.