Job Description The purpose of this role is to provide Incident, Change and Problem Management. The Incident and Change Manager is responsible for ensuring the efficient and effective management of major incidents (P1 &P2), and problems to minimise service disruption and maintain operational stability. This role ensures adherence to ITIL best practices, driving process improvements, and fostering collaboration across teams to deliver exceptional service to internal and external stakeholders. You will ensure that any learnings and mitigation actions from incidents are followed through to completion and included in the continual improvement cycle. As the Incident and Change Manager, you will be responsible for developing and implementing the Incident, Problem and Change Management framework. This will be in conjunction with the GM Global Infrastructure, other operational managers and stakeholders across BUs to drive high performance and meet the expectations of our customers. You will convene the Change Advisory Board meetings and ensure that SLAs for customer change notifications are met and that the changes submitted by the technical teams are completed to a high standard and consider risks and potential impacts. This role will require you to work with Symbio customers and internal stakeholders such as the Executives, Senior/General Managers, Operations Managers, Operations and Sales teams, Technology Managers, Product Managers as well as other internal stakeholders. Once onboarded, there is an expectation that this role will join an after-hours support roster.
