Job Type: Ongoing - Full Time Category: IT & computing Location: Wellington Date Advertised: 17-MAR-25 Job Reference: 43237971 Job Title: Senior Incident and Problem Manager Business Unit: Division: Summary: New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

Were working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver Our Business and achieve long-term change. Senior Incident and Problem Manager, it starts with you Based at Royal New Zealand Police College Porirua Band Grade 21 Police Employee Permanent Full Time Nationally Advertised Vacancy JR 5152386 M te tnga | About the role The Senior Incident and Problem Manager is responsible for a team that manages IT incidents and problems at NZ Police. The role includes managing major incidents 24 x 7 to restore service to Police business operations by identifying, tracking and resolving incidents that disrupt normal business processes.

The role also manages lower priority incidents and identification of the underlying causes of incidents to prevent future reoccurrences. The position is expected to participate in the incident roster and ensure that 24 x 7 coverage for incidents is available. Continual Service Improvement and Knowledge Management Practice ownership also sit with the team.

Key Accountabilities: Leadership of a small service operations team including performance management. development planning and administrative tasks. Initiating, leading and driving practice improvements to continually improve practice and process delivery.

Major Incident Management response including participation in the 24 x 7 roster. Clear and timely communications to stakeholders to provide regular updates and managing expectation on resolution times. Maintaining Incident and Problem Management policies, processes and procedures.

Investigation of root causes of incidents and ascertaining measures to prevent future reoccurrence of incidents. Owning Continual Service Improvement and Knowledge Management practices. Building positive stakeholder relationships including Product Managers, Service Management colleagues, vendors and senior leaders.

Contributing to the service management leadership team and supporting colleagues. Develop and track performance measures e.g.

key performance indicators He aha taau e kawe mai | What youll bring You will have experience managing and incidents and problems that effect the operation of business services in an Information Technology context. You will have strong communication skills and be able to manage communication to stakeholders in pressure situations. You will have well-developed problem-solving skills and.