Executive Level 1

2 weeks ago

Canberra, Australia IP Australia Full time

**Job no**: 494228

**Tenure**: Ongoing

**Location**: Canberra

**Categories**: Info/Comm Tech (ICT)

**Division**: Policy and Corporate Div

**Business Group**: Innovation & Technology

**Section**: Infra & Tech Ops

**Position Description**

The successful applicant will work with newly formed Service Management team to delivery operational service management activities, that are always customer centric.

This position will drive operational incident management across ITG - from the operations governance and policy, to driving ticket updates and aged ticket management, to running major incident, always operationally focused and customer focused. It is end-to-end for the incident management lifecycle. We are implementing a new Service Management tool set and have several projects changing the IT landscape.

The role over the next 12 months will be actively engaged in uplifting how incident management is delivered and reducing our overall tickets and resolution times. This role will be a key influencer and champion of quality service provision, working closely with the Service Centre management and others in the Business Engagement team; as well as broader process owners to deliver quality and timely IT services. The role is focused on proactive and reactive sides of incident management. Developing documents and support to avoid incidents occurring, to ensure that all incidents are updated, resolved in a timely matter to reporter’s satisfaction and when major incidents do happen, drive a co-ordinated response and optimally restore services and resolve.

We are looking for someone passionate about delivering quality IT services to our end user community. Someone who can work with a number of teams and stakeholders who can drive system recovery quickly as well, as be proactively to reduce number of incidents. This role is not just about reactive support and major incident management; but looking wholistically at the delivery of IT Services and reducing incidents and driving service improvements to end users.

This role will be focused on Incident Management, but as a small team, we back each other up and work together and at times you may be asked to support the team to provide coverage.
support to avoid incidents occurring, to ensure that all incidents are updated, resolved in a timely matter to reporter’s satisfaction and when major incidents do happen, drive a co-ordinated response and optimally restore services and resolve.

We are looking for someone passionate about delivering quality IT services to our end user community. Someone who can work with a number of teams and stakeholders who can drive system recovery quickly as well, as be proactively to reduce number of incidents. This role is not just about reactive support and major incident management; but looking wholistically at the delivery of IT Services and reducing incidents and driving service improvements to end users.

This role will be focused on Incident Management, but as a small team, we back each other up and work together and at times you may be asked to support the team to provide coverage.

**Position Duties**
- Manage and Lead Major Incidents - Develop and lead the CIRT (Critical Incident Response Team) function to assist with the resolution of major incidents
- End to End Incident Management - Ensure Operational Production Release and Incidents reviews are performed, and formal reporting prepared and presented to Executive Management
- Drive Service Delivery Objectives - Drive efficiency and effectiveness of the Incident process to improve overall metrics and ITO goals, such as reducing incident numbers, time to resolve
- Governance and Process - Drive, develop, manage and maintain the Incident process and associated procedures
- Build the Service Management Process - Establish the governance and process for Incident Management, and then maintain and improve these frameworks
- Integrate Incident into Operational Service Management Delivery - Work closely with Change Management, Release Management, Problem Management, ITSCM and Service Centre to ensure co-ordinated delivery of Service Management within IP Australia; including back up Problem and Delivery Management.

For more information, including specific capabilities required, please review the Position Profile below:
494228 - Position Profile.pdf

To discuss the position in more detail please contact Amanda McKenzie 02 6210 8495

How to apply
- Provide an explanation of how your skills, knowledge and experience will be relevant to this position (limit your response to between 300 and 500 words).
- Provide details of no more than two (2) professional achievements, within the last five (5) years that demonstrate your suitability for this position (limit your response to between 300 and 500 words).
- Provide a current CV, detailing recent employment history, which is relevant to the advertised position.
- Provide the name and contact details of two referees.

This recruitment proc

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