Surge Incident Manager

2 weeks ago

Canberra, Australia halcyonknights Full time

We have an exciting opportunity for an **Incident Manager** to play a pivotal role in managing incidents for a federal department's technical ICT and core business operations.

**About the Role**:
In this role, you will collaborate closely with our ICT Change Manager to ensure the effective day-to-day management of incident-related matters. Your responsibilities will include overseeing the incident management process, coordinating with various stakeholders, and actively contributing to both short-term and long-term planning initiatives.

**Key Duties**:

- Manage the operational aspects of the incident management process, including problem management during electoral events.
- Respond to incident reports and initiate the incident management process, coordinating with internal teams, external parties, and relevant stakeholders.
- Prioritize incidents based on urgency and their impact on our organization, proactively identifying and preventing future incidents while minimizing the impact of unavoidable ones.
- Conduct regular incident analysis and continuous improvement activities, integrating knowledge management, system reporting, training, problem management, and change management.
- Provide support to the Command Centre by addressing requests for information and additional details on incident reporting.
- Serve as an escalation point for complex faults and problem rectification, coordinating with team members and other IT support areas.
- Liaise and consult with clients and different areas of our organization for technical support and problem resolution.
- Ensure staff, particularly on-call personnel, are aware of outages and system changes that may affect their work.

**Required Skills**:

- Minimum 3 years of experience working in IT service management or a similar role.
- Strong knowledge of ITIL frameworks and their relationship with service management.
- Excellent relationship building and collaboration skills, with the ability to communicate effectively and anticipate stakeholder needs across diverse teams and geographically dispersed networks.
- Ability to thrive in a fast-paced environment, prioritize tasks effectively, and deliver quality results within time constraints.
- Exceptional problem-solving, analytical, and time management skills.
- Proven ability to propose and facilitate change, contribute to business improvement strategies, and demonstrate analytical abilities.
- Track record of managing staff, fostering their development, and promoting professionalism.
- Demonstrated personal integrity while achieving results within legislative and policy parameters.

**Desirable Criteria**:

- Relevant qualifications in ITIL and incident management.
- Experience with ServiceNow or a similar ITSM toolset.

**Eligibility**:

- Must be Australian citizen and have or be able to obtain an NV1 clearance.
- For more information contact Divya on 1300 946 096 or Erin 0448 172 865 | 07 3473 2202

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