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Incident & Problem Manager
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Incident Probem Manager JD May 2018.docx (Word, 136KB)
Job Specification

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  • Own the Incident & Problem Management processes
  • Work in a constantly changing, growing, fun and agile environment
  • Opportunity to be based in either Auckland or Wellington

About NZ Post:

We're a diverse and vibrant organisation that has been integral to the Kiwi way of life for over 170 years.  We are continually evolving and developing to create a more agile, streamlined and coordinated business that will continue to meet the needs of our customers into the future.

About the role:

Group Technology is charged with redefining New Zealand Post Limited as a relevant, agile and customer led business, using technologies and innovation to deliver services that go beyond incremental improvement.

The role of the Incident & Problem Manager is to own the Incident & Problem Management processes.  You'll be accountable to the organisation for prompt resolution of incidents and root cause analysis to ensure Group Technology provides excellent service to our customers.

You will work alongside and lead technical resolution teams to drive prompt recovery of service, determination of root cause and put in place appropriate preventative and mitigation actions.

You will be engaging with our vendors, internal operations teams, systems owners and technical teams and Digital & Technology leadership.

A bit about you:

Key to your success in this role will be your previous experience as an Incident/Problem/Escalation manager with involvement in complex analysis, assessment and delivery of appropriate recommendations, ideally in a large and complex organisation.

We're looking for someone who is an organised self-starter, who can monitor, drive and deliver processes and map trends.  You'll need to be able to take ownership of your tasks and lead the resolution of technical issues.

Ideally, you'll be ITIL certified, and experienced in working in an agile environment.

A genuine, positive approach and the ability to have a laugh with the team will also be highly valued from someone in this role.  You'll be able to relate well to all kinds of people, up, down and sideways, inside and outside the organisation.

In return, we'll give you opportunity, development and the chance to make a significant difference in an organisation undergoing transformational change.


Apply online with your cv and covering letter, or for more information please contact Olivia Jacobs, Talent Sourcing Specialist on 027 604 6834.

Our core business hours are Monday to Friday; however flexibility is required recognising the 24/7 nature of our organisation. 

The person in this role is required to be on-call 1 week out of 3.

This role could be based in either Auckland or Wellington.

Applications close 25 June 2018

All applicants will be required to provide proof of their eligibility to work in New Zealand. Appointees will be subject to a security check and may be required to undertake drug, alcohol and / or credit checks.

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