IT Incident Management Support Operator

7 months ago


Brisbane, Australia Department of Employment and Workplace Relations Full time

APS Level 4
- Brisbane, QLD; Canberra, ACT; Melbourne, VIC; Sydney, NSW.
- $75,996 - $81,274

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**The Role**

You will work as part of a team delivering IT Service Management (ITSM). Your role as an Incident Management Support Officer is to follow the defined service management processes to restore system services effectively and efficiently. You will work closely with staff performing other ITSM processes including Service Desk, Request Management and Problem Management.

You will direct complex issues to more senior staff. Your work will need to meet expected timeframes. You will be expected to work under general direction.

The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).

**Duties and Responsibilities**
Responsibilities of the APS4 Level may include:

- Receive and record incident reports, prioritising based on impact and urgency.
- Investigate and diagnose technical issues, resolving them within agreed service levels.
- Escalate complex incidents and engage with specialised teams when necessary.
- Monitor incident trends and work on proactive measures to reduce recurrence.
- Communicate incident status and resolutions clearly and professionally.

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window


  • Incident Manager

    2 months ago


    Brisbane, Australia HUMANISED GROUP Full time

    **About the Business**: Join a leading technology organization that operates nationally, providing a unique, business-critical service offering. Unlike typical MSPs or consultancies, this business has a solid foundation for growth while maintaining a strong commitment to treating their staff as individuals, not just numbers. Based within 5km of the CBD, this...

  • Incident Manager

    7 months ago


    Brisbane, Australia HUMANISED GROUP Full time

    **About the business**: A Technology business that is NOT an MSP or Consultancy which operates nationally, they have a unique and business-critical service offering which they provide. They have an impressive track record for growth but what is more impressive is how they treat their staff as individuals over numbers. They are based within 5kms outside the...

  • Program Manager

    2 months ago


    Brisbane, Australia Queensland Fire Department Full time

    About Us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and...


  • Brisbane, Australia Powerlink Full time

    **_Position Summary _**: - Receive quality training on technologically advanced & innovative systems that set your career apart. - Join our collaborative and supportive team environment with experienced, down-to-earth people. - Attractive remuneration package + 12.75% Super + free onsite parking. Want to get stuck into cutting-edge project that’s...

  • Major Incident

    4 weeks ago


    Brisbane, Australia People's Choice Full time

    About the role You will work autonomously and ensure the seamless delivery of services that is vital for the continuous and efficient operations of the bank for our customers. You will drive the resolution of major incidents so that business disruptions are minimized whilst overseeing and enhancing Problem Management processes. Your contributions will be...

  • Program Officer

    4 weeks ago


    Brisbane, Queensland, Australia Queensland Fire and Emergency Services Full time

    Incident Management Role OverviewThe Queensland Fire and Emergency Services (QFES) is seeking an experienced Program Officer - Incident Management Specialist to join their team.About the RoleThis challenging role involves providing high-level administrative and project support to ensure business objectives are achieved in relation to incident management...


  • Brisbane, Australia BOEING Full time

    At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for...

  • Program Manager

    8 months ago


    Brisbane, Australia Queensland Fire and Emergency Services Full time

    About us As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue...

  • Capability Officer

    7 months ago


    Brisbane, Australia Queensland Fire and Emergency Services Full time

    About us As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue...


  • Brisbane, Australia Transport and Main Roads Full time

    As the Principal Project Officer (Incident Response), you will work closely with a wide range of key stakeholders to ensure coordinated responses to cyber incidents. You will support the effective and coordinated delivery of communications and information and continually maintain and improve whole of government incident response plans and processes that span...


  • Brisbane, Queensland, Australia Queensland Fire and Emergency Services Full time

    Queensland Fire and Emergency Services (QFES) is seeking a highly skilled Incident Management Specialist to join our team.About the RoleThis is an exciting opportunity for a motivated and experienced individual to contribute to the development and implementation of incident management strategies, policies, and procedures. As an Incident Management...


  • Brisbane, Queensland, Australia Queensland Fire and Emergency Services Full time

    About Queensland Fire DepartmentQueensland Fire Department (QFD) provides comprehensive fire prevention, preparedness, and response services to various environments. As a leading emergency management agency, QFD ensures the safety of communities across Queensland.Job DescriptionWe are seeking a highly skilled Program Management Officer - Incident Response...


  • Brisbane, Australia Amazon Web Services Australia Pty Ltd Full time

    Experience performing incident response activities - 1+ years of experience building/operating on the AWS platform - 2+ years of experience in technical IT security or related job role - 1 years of threat detection or incident response experience - Hands-on technical expertise in incident response technology, security, automation, implementation,...

  • Principal Problem

    2 months ago


    Brisbane, Australia Queensland Police Service Full time

    Want to make a meaningful difference within your community? With Queensland Police Service's Frontline & Digital Division, you'll join a dynamic team finding innovative solutions which directly contribute to positive community outcomes. The Frontline & Digital Division offers a supportive and people‐focused work environment that supports work‐life...


  • Brisbane, Queensland, Australia Clyde & Co Full time

    Clyde & Co, a leading international law firm with a strong presence in the Asia Pacific region, is seeking an ambitious lawyer to join its market-leading cyber incident response team. With 2 or more years of post-qualification experience, you will have the opportunity to manage the lifecycle of a cyber incident, related investigations and litigation.The role...


  • Brisbane, Queensland, Australia Clyde & Co Full time

    Clyde & Co is an international law firm, with the largest dedicated cyber incident response practice in Australia. We are seeking a Cyber Incident Response Specialist to join our team in Brisbane. As a specialist, you will play a key role in managing the lifecycle of cyber incidents, including investigations and litigation.This exciting opportunity allows...


  • Brisbane, Australia Ventia Pty Limited Full time

    Situational Incident Response Officer **Date**:6 Sep 2024**Location**:Brisbane, QLD, AU, 4000**Company**:Ventia- An exciting opportunity to join Ventia (placed #3 in the AFR BOSS Best Places to Work - Property, Construction and Transport Sector) as a Situational Incident Response Officer on our Transurban contract. The role provides first response services...


  • Brisbane, Australia Insignia Financial Full time

    Incident & Problem Lead - Make your move. Make your mark - A career that works for you - Make a difference, make it meaningful **The Opportunity to join our team as an Incident & Problem Lead** Do you thrive on tackling IT challenges and driving impactful solutions? Insignia Financial invites you to become our next Incident & Problem Lead. Join our dynamic...


  • Brisbane, Australia Queensland Ambulance Service Full time

    We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes: - High level knowledge of relevant digital and ICT legislation, policies, and procedures with a demonstrated ability to provide specialist expertise and advice within a complex organisation. - High level of knowledge and demonstrated skills...

  • Manager Operations

    3 months ago


    Brisbane, Australia Office of Industrial Relations Full time

    **About the Role**: Reporting to the Director, Organisational Safety, the Manager, Operations, you will work autonomously to lead the operational safety functions within the Organisational Safety team to assist OIR in ensuring the health and safety of its people as a core priority. You will be supported in the delivery of co-ordinated activities of the...