Major Incident Support Officer

2 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Major Incident Support Officer, 2 x Temporary (until end June 2024) positions available**
- 2 x Temporary positions available, until end June 2024, with possible conversion to ongoing or extension.
- Salary range: $101,947 - $112,849 plus employers contribution to superannuation
- Genuinely flexible working arrangements
- State of the art offices in Sydney CBD and Parramatta
- Wellbeing programs and resources available
- Excellent career development and learning development opportunities

The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy.

**About the Role**

We are looking for an experienced Major Incident Support Officer to join our Operations and Service Integration team. In this role, you are responsible for the end-to-end management of all major incidents. The role improves major incident management per agreed processes, service level agreements (SLAs) and frameworks to ensure incident-related risk is mitigated, and services are delivered per organisational and customer expectations. This role is being advertised as temporary with the potential of being converted to ongoing.

**Accountabilities will include**:

- End-to-end management of all Major incidents.
- Manage the daily operations and improvements in Major Incident Management activities including co-ordinating resources to support major incidents to ensure relevant KPIs are meet and service disruptions minimised
- Ensure that incidents are handled according to agreed procedures, thereby reducing the impact of the incident to the business
- Ensure that resolved incidents are properly documented to enable monitoring and analysis to inform and support continuous improvement of customer services
- Monitor the effectiveness of the major incident management process, produce appropriate management information and report on process performance including cost benefit analysis for improved service uptime as a result of more effective major incident management
- Build strong strategic relationships with stakeholders to ensure long-term success, efficient communication channels and optimal major incident process delivery

**To be successful in this role you will have**:

- ** **Extensive major incident management experience in a complex environment, preferably within a 24x7 enterprise ICT background.
- An ITIL certification and tertiary qualifications in a relevant field.
- Experience with SIAM.
- Must have ServiceNow experience.
- Demonstrated experience in working with Business Stakeholders.
- Proven experience in MIM processes, tools, and best practice methods
- Experience in working with a team of major incident managers to ensure that major incidents are managed according to agreed procedures
- Ability to co-ordinate the 24x7 major incident management roster to ensure resources are available as needed to support major incident activities
- Strong communication and interpersonal skills and ability to work collaboratively with internal and external stakeholders and multiple service providers
- Experience in monitoring and providing management reporting on the effectiveness of major incident management processes
- Proven experience in co-ordinating root cause analysis using a structured approach

**If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo, we would love to hear from you**

**What we need from you**:
A talent pool may be created from this recruitment process to fill future ongoing and temporary***

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation

**Closing Date: Wednesday 7th June 10am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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