El1 Enterprise Operations Centre Manager

2 months ago

Canberra, Australia DFP Recruitment Services Full time

**Job description**:
EL1 - Enterprise Operations Centre Manager
- ** $70 - $80 Per Hour + Super**:

- **ACT location, Canberra.**:

- ** 12-month contract, (possible extension)**:

- **NV1 Clearance required**

**Branch overview**
Technology Operations Branch is responsible for the operations of Agency’s key productions such as My Health Record, API Gateway, My Health App and Provider Connect Australia. The Branch manages key ITSM practices and processes.

**About the role**
The Enterprise Operations Centre Manager at the Agency is accountable, under limited direction, to perform complex work. Reporting to the Director, Enterprise Operations Centre, the role takes responsibility for, and provides process and technical expertise in monitoring the performance for Agency’s products and systems including My Health Record, API Gateway, Corporate IT systems and other Agency systems. The Enterprise Operations Centre Manager will play a key role in supporting the implementation of the end-to-end monitoring solution and integrating the solution into the Enterprise Operations Centre.

**Duties**
- Establishment and management of Enterprise Operations Centre practice as per ITIL and SIAM.
- Responsible for Event management practice. Ensure that Alerts and Threshold limits are appropriate and trigger escalation to incidents.
- Manager and report on Service Level Agreements (SLAs) with Service Providers.
- Monitor the performance of the Agency systems.
- Build, create, and automate reports and dashboards that reflect business priorities, metrics, and SLAs.
- Collaborate with internal and external teams to create, deliver, and maintain automated alerting and notification focusing on reducing mean time to restore (MTTR).
- Proactively support Incident and Problem Management.
- Work collaboratively with the external service providers who are responsible for monitoring the systems they are managing

**Desired Experience**
- IT Service Operations v4 (e.g. ITIL v4) is essential.
- Graduate Degree in Information Technology and/or Business (desirable).
- IT / Digital / Business certifications in areas relevant to the role (desirable).
- 3 - 5 years relevant experience in IT Service Delivery or Support. Additionally, relevant formal IT / Digital / Business training across areas listed below are desirable and will support success in the role.
- Experience in Dynatrace.
- Business and Delivery domain areas such as: Process Design (especially Lean and Kanban) - Program/Project Management - Agile Delivery (either Agile Project Management or Agile Software Development)
- Service Integration Management (SIAM)
- Technology, Quality and Risk domain areas such as: IT Architecture - Systems Engineering / Software Development - Quality Management

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