Surge Incident Manager

2 weeks ago


Canberra, Australia Peoplebank Full time

Location:
- Canberra- Job Type:
- Contract- Posted:
- 28 minutes ago- Contact:
- Param Kaur- Discipline:
- General IT
- Reference:
- 256693Our Federal Government Client is seeking a skilled Surge Incident Manager to join their team. This is a long-term contract role with an initial contract duration from ASAP to 31 December 2023, and a possible extension for another 6 months. The position is located in Canberra, ACT.

As the Surge Incident Manager, your responsibilities will include managing the day-to-day operation of the incident management process, responding to reports of incidents, prioritizing incidents based on urgency and impact, conducting analysis and continuous improvement activities related to incidents, providing support to the client's Command Centre, acting as an escalation point for complex faults and problem rectification, ensuring staff awareness of outages and system changes, developing and maintaining relationships with stakeholders, making and communicating decisions, and contributing to election preparation and delivery activities.

Job Overview:

- Manage the day-to-day operation of the incident management process.
- Respond to reports of incidents and initiate the incident management process.
- Prioritize incidents and identify their causes for proactive prevention.
- Conduct analysis and continuous improvement activities related to incidents.
- Provide support to the client's Command Centre.
- Act as an escalation point for complex faults and problem rectification.
- Ensure staff awareness of outages and system changes.
- Develop and maintain relationships with stakeholders.
- Make and communicate decisions using good judgement and expertise.
- Contribute to election preparation and delivery activities.

To be successful in this role, you should have:

- 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.
- Ability to work in a fast-paced environment and deliver quality results within time constraints.
- Excellent problem-solving, analytical, and time management skills.
- Proven analytical abilities and the ability to propose and facilitate change.
- Demonstrated ability to manage staff and develop capabilities.
- Demonstrated personal integrity while achieving results within legislative and policy parameters.

It is desirable if you have relevant qualifications in ITIL and incident management, as well as experience with ServiceNow or a similar ITSM toolset.
- Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply._


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