Itil Incident Manager Team Lead

3 weeks ago

Canberra, Australia Leidos Full time

Company Description

Grow your career. Flex to get more out of life. Care for your wellbeing. You can at Leidos.

**At Leidos we offer**:

- Career defining opportunities working on cutting edge bespoke projects at the forefront of innovation.
- All the benefits of a modern office, great scenery, easily accessible location and good proximity to food options
- Diverse teams, diverse thinking, diverse opportunities. We're big believers in the benefits of a diverse workplace and welcome you to join in

**About Us**

In Australia we have over 2,000 employees mostly based in Melbourne, Canberra and Adelaide. Globally we number 45,000 employees and are located in 35 countries. Our Mission is to make the world safer, healthier and more efficient through information technology, engineering and science. It’s work that we can all be proud of.

**Job Description**:
Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career.

Centralised Processing (CP) is a key ICT program with the Department of Defence to supply IaaS, PaaS and SaaS to underpin Australia’s largest private cloud network. Working with teams of system engineers, and IT professionals, this opportunity is to lead our team of Incident Managers in a very fast paced environment where we work through and overcome unique challenges in order to excel at delivering client outcome. You will be responsible participation in and the management of the day to day activity of the Incident Management, this includes the effective execution of the Incident Management process ensuring restoration of high priority Incidents within SLA, recoding of outage to measure Availability targets, roster management and production of Post Incident Reviews. You will routinely interact with all levels of management and engaging with technical SMEs across a broad range of disciplines, ensuring quality information is recorded in all incident tickets.

**Overview**
- Lead a small team of Incident Managers
- Chair Conference/Technical Bridge calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident.
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication
- Keep track of progress against incident SLA's
- Be able to interrogate the system and gather data to the give insight into to Incident Management trends in SLA failure, chronic failures and alert trends as required.
- Ensuring all Incident cases and records are accurately maintained and are of quality in content
- Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running of the incident process in concert with the Incident Process owner
- Complete Post Incident Reports and ensure the quality of information therein
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication
- Experience as an escalation point for queries and more complex calls, incident management and fault reporting,
- Ensure outage records are complete for each incident that requires it to measure availability
- Strong customer service focus with the ability to empathise as well as prioritise

Other duties as required

**Qualifications**:
**Skills**
- Experience in a Service desk or Incident Management team
- Skills in managing a close working group
- Working knowledge of ServiceNow,
- Good technical understanding across the board
- Demonstrated ability to build and maintain effective working relationships across all levels
- Strong interpersonal skills and a proven ability to talk comfortably and knowledgeably with a wide range of stakeholders
- Excellent communication (verbal and written) skills
- Highly effective in managing multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
- Strong conceptual, analytical and interpretive skills with high level of attention to details

Additional Information

This role does require the successful applicant to be an Australian Citizen and hold a current Defence NV-1 (With the option of uplifting to an NV-2 security clearance).

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