Incident Command, ITSM Team

Company Description

Take a seat on the Xplor Rocketship and join us as a ITSM to help people succeed across the world.
We’re a global team of builders, listeners and problem-solvers who are relentlessly focused on making life simple, so our customers can get back to growing their business, engaging consumers and doing what they love.

Job Description

As part of the ITSM team, you will be working in the following areas:

• Incident Command (IC) – In this position, you will be responsible for leading teams to the resolution of Major Incidents.  As the IC, you will be communicating with stakeholders.  Ensure the stakeholders are aware of the progress.  Track all tasks that are in motion and completed to ensure there are no conflicts.  Remove or resolve any obstacles that come up during the investigation.  Once the issue is resolved, generate an Incident Review document of the outage that will be used in the Problem Management process.
• Problem Management (PM) – As the PM, you will schedule Post Incident Reviews (PIR).  During the PIR, you will work with the resolution team and the stakeholders for the product.  You will review what happened during the incident.  Determine what went well, and what gaps or issues that need to be corrected and implemented to permanently resolve the issue.  You will generate Problem Tickets, assigning them to the appropriate Problem Owner and track them to completion.  At the completion of the PIR, you will generate a Post Incident Review that documents all findings and Problem Records created.
• Change Management (CM) – As the CM, you will host the Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB).  During these meetings, you will review all change tickets with the Change Owner/Advocate and the product stakeholders to ensure all information and the required fields are completed.  Validate that there are no conflicting changes going on at the same time and all personnel needed (Implementor and Testers) are available during the change window.  Once the change is completed, you will review the ticket to ensure all information is correctly documented.  If a change failed or had issues, you will hold a Post Change Review (PCR) to review what happened during the change and document any follow up actions that need to take place to correct the issue.

Qualifications

• Incident Command experience of 5+ years
• Problem Management experience of 3+ years
• Change Management experience of 3+ years
• Leadership skill – You need to be able to lead groups from multiple platforms
• Communication skill – You need to be able to talk with Subject Matter Experts (SMEs), Stakeholders and Senior and Executive Leadership.  (Verbal and written formats)
• ITIL Foundations v3 or higher
• Rotating On Call work will be required

Additional Information

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply. 

Values and Life at Xplor 

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities. 

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

The average base salary pay range for this role is between $80,000 -$90,000 USD

May be considered for a discretionary bonus 

More about us 

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing “everyday life” verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global