Itil Incident Manager Team Lead

4 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).

  • ITIL Incident Manager Team Lead

    2 weeks ago

    Canberra, ACT, Australia Zone IT Solutions Full time

    We are currently hiring an ITIL Incident Manager Team Lead. You will be responsible for leading a team of incident managers, ensuring the effective and efficient resolution of IT incidents, and implementing incident management best practices.RequirementsBachelor's degree in Information Technology, Computer Science, or a related field. Minimum of 5 years of...

  • Itil Incident Coordinator

    3 weeks ago

    Canberra, Australia Leidos Full time

    Company Description The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions...

  • Itil Incident Coordinator

    3 weeks ago

    Canberra, Australia Leidos Full time

    Company Description The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions...

  • Itil Incident Coordinator

    3 weeks ago

    Canberra, Australia Leidos Full time

    Company Description The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions...

  • Itil Incident Coordinator

    2 weeks ago

    Canberra, ACT, Australia Leidos Full time

    Company DescriptionThe first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won't get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for...

  • Itil Incident Manager

    4 weeks ago

    Canberra, Australia Leidos Full time

    Company Description People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We’re proud of our Mission to make the world safer, healthier and more efficient, and...

  • Itil Incident Manager

    4 weeks ago

    Canberra, Australia Leidos Full time

    Company Description People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We’re proud of our Mission to make the world safer, healthier and more efficient, and...

  • Itil Incident Manager Team Lead

    3 months ago

    Canberra, Australia Zone IT Solutions Full time

    We are looking for ICT Support Officer to join a project. You will be part of a large support team who will be providing IT support to a large user base organization. **Requirements**: - Experience in a Service desk or Incident Management team - Skills in managing a close working group - Working knowledge of ServiceNow, - Good technical understanding...

  • Itil Incident Manager Team Lead

    2 weeks ago

    Canberra, ACT, Australia Zone IT Solutions Full time

    We are looking for ICT Support Officer to join a project. You will be part of a large support team who will be providing IT support to a large user base organization.Requirements: 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...

  • Incident Managers

    4 days ago

    Canberra, Australia Powerdata Group Consulting Full time

    Open to: **NV1 Holders Only** location: **Canberra** **6 + Months** **Contract** The Incident Manager supports the ICT Change Manager in the day to day management of matters relating to incidents for technical ICT and core business operations, processes within the Service Operations Section of the Digital Technology Branch, including participating in...

  • Itil Service Delivery Manager

    4 weeks ago

    Canberra, Australia The Department of Parliamentary Services Full time

    **Job Details**: **Job Title**: ITIL Service Delivery Manager **Employment Type**:Ongoing **Classification**: PSL 6 **Closing Date**: 11:30pm AEDT, Thursday, 30 March 2023 **The Opportunity**: - The Department of Parliamentary Services (DPS) is recruiting for a PSL 6 ITIL Service Delivery Manager within the Digital Customer Services Branch. - The...

  • Incident Manager

    4 days ago

    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/NL0786**Title**: - Incident Manager - FED GOVT**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 6 months**Description**: - **Exciting opportunity within a Leading Federal Government Department**: - **6-month contract + extensions!!**: - **Rewarding Rates!** One of Australia’s...

  • Itil Service Delivery Manager

    2 weeks ago

    Canberra, ACT, Australia The Department of Parliamentary Services Full time

    Job Details:Job Title: ITIL Service Delivery ManagerEmployment Type:OngoingClassification: PSL 6Closing Date: 11:30pm AEDT, Thursday, 30 March 2023The Opportunity: The Department of Parliamentary Services (DPS) is recruiting for a PSL 6 ITIL Service Delivery Manager within the Digital Customer Services Branch. The Digital Customer Services Branch provides...

  • Itil Service Manager

    4 weeks ago

    Canberra, Australia Paxus Australia Pty Ltd Full time

    Posted 01 August 2023 - SalaryPaxus Pays Weekly - LocationAustralian Capital Territory - Job type Contract - DisciplineIT General - Reference262437_1690847346 **Job description**: **Knowledgebase Author/ ITIL Service Manager**: The Knowledgebase Author supports the Knowledgebase Manager in the development and implementation of knowledge management tools and...

  • Itil Service Manager

    2 months ago

    Canberra, Australia Paxus Australia Pty Ltd Full time

    Posted 01 August 2023 - SalaryPaxus Pays Weekly - LocationAustralian Capital Territory - Job type Contract - DisciplineIT General - Reference262437_1690847346 **Job description**: **Knowledgebase Author/ ITIL Service Manager**: The Knowledgebase Author supports the Knowledgebase Manager in the development and implementation of knowledge management tools and...

  • Incident Manager

    2 weeks ago

    Canberra, ACT, Australia HiTech Personnel Full time

    Reference #: JF/NL0786Title: Incident Manager FED GOVTCategory: ICTLocation: ACTWork Type: ContractRemuneration:- $NegTerm: 6 monthsDescription:- Exciting opportunity within a Leading Federal Government Department:- 6-month contract + extensions:- Rewarding RatesOne of Australia's Essential Federal Government Departments is looking to engage a skilled and...

  • Surge Incident Manager

    4 days 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...

  • Enterprise Operations Centre Manager

    2 weeks ago

    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/ST0037**Title**: - Enterprise Operations Centre Manager / SIAM / ITIL / ITSM**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 12 months**Description**: - High Profile Federal Government Agency! - Initial 12 month contract with a 12 month extension options! - Rewarding hourly rate!...

  • Incident Manager

    2 weeks ago

    Canberra, ACT, Australia FinXL Full time

    Job details: Posted 30 June 202 SalaryNegotiable LocationCanberra Job type Contract DisciplineTelecommunications ReferenceCR/022867_Job description:FinXL IT Professional Services is an established innovative Australian company providing technology enabled business solutions and consulting services across a number of industries including Government,...

  • Surge Incident Manager

    2 weeks ago

    Canberra, ACT, 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...