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Itil Incident Manager

4 months 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 every Leidos team member has a valued role to play - to Be the difference.

**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 be part of 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 to participation in and the management of the day to day activity of 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 for Availability targets, working within a roster for On-Call duties 24x7 and assisting in production of Post Incident Reviews. This is a great next step for an experienced Service Desk Analyst or similar.

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**
- Chair Conference/Technical Bridge calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident.
- Manage incidents with a sense of urgency to restore service ASAP and within Service Levels
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication
- Keep track of progress of all priority Incidents against incident SLA's
- 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 TL and Process owner
- Assist in the completion of Post Incident Reports and ensure the quality of information therein
- 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
- Working within a rotational roster for staggered start times and for On-Call duties 24x7
- Other duties as required

**Qualifications**:
**Skills**
- Experience in a Service desk or Incident Management team
- Working knowledge of ServiceNow, an advantage
- 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).