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Operational IT Service Management Specialist

2 months ago

Canberra, ACT, Australia Leidos Full time
Job Summary

We are seeking an experienced Operational IT Service Management Specialist to join our team at Leidos. As a Major Incident Manager, you will play a critical role in maintaining the reliability of our environment and driving a culture of operational excellence.

Key Responsibilities
  • Drive activities to maintain the reliability of the environment and support a culture of operational excellence
  • Perform the role of Major Incident Manager on an on-call basis
  • Deliver high-quality services that create measurable value for our customers
  • Support the resolution of high-priority incidents and proactive incident prevention
  • Coordinate emergency changes, manage events, monitor the environment, and resolve problems through timely detection, investigation, remediation, and reporting
  • Take measures to be resilient against technology incidents and minimize repeats through effective problem management methods and controls
  • Support our change management process and maintain an appropriate risk culture, facilitating fast and reliable technology change
  • Work closely with key stakeholders across the organization to achieve our objective of re-imagining service delivery and providing laser-like focus on all three fronts: resilience, reliability, and innovation
  • Seamlessly balance the reliability and resilience of our services while supporting emerging technology trends and transformational initiatives with a focus on digital and data
Requirements
  • Strong people leadership and proven ability to foster strong collaboration and a sense of belonging within a geographically distributed team
  • A career in modern technology operations, major incident management, and service reliability
  • Experience in regulatory and executive reporting, and familiarity in unlocking insights through unified analytics and AI, enabling better data-driven decisions
  • Experience in reducing the impact of priority incidents and providing efficient resolutions
  • Experience identifying control gaps and implementing governance controls
  • Strong commercial mindset, pragmatic, motivated, and passionate for modern practices such as Site Reliability Engineering (SRE), AIOps, and discovering smarter ways of delivering automated services eliminating toil
  • Solid experience in IT Service Management and Operations as a Senior Leader
  • Working knowledge of on-premise infrastructure technologies and Service Now
  • 5+ years of ITSM experience, including previous experience in Incident Management
  • Broad practical experience across Change Enablement, Problem, and Event Management
  • Familiarity with ITIL processes and certification in ITIL V3 or V4 Foundation
  • Strong knowledge of Service Now
  • Experience of Cloud Infra & Networking technologies
  • Exceptional stakeholder management skills, with the ability to effectively communicate and collaborate with both technical and non-technical team stakeholders at all levels
  • Strong analytical and problem-solving skills, with a keen eye for detail and a commitment to quality
  • Continual improvement mindset
What We Offer
  • A minimum NV1 security clearance
  • A happy working environment in Canberra
  • On-call requirements, as required