IT Service Delivery Manager

4 days ago


Canberra, ACT, Australia Leidos Full time

Career Opportunities

Join Leidos Australia as a Technical Support Specialist and take your career to the next level As a key member of our support team, you'll have the opportunity to grow professionally, develop new skills, and contribute to cutting-edge projects.

About the Job

This role involves providing Level 2 and Level 3 ITSM support for mission system applications. You'll work closely with cross-functional teams to resolve issues, improve processes, and ensure high-quality service delivery.

Responsibilities

  • Monitor and troubleshoot systems to ensure enhanced reliability.

  • Own incidents from triage to resolution, including escalation and post-incident follow-up.

  • Conduct root-cause analysis and collaborate with ITSM teams and end-users to recommend solutions.

  • Create and maintain system documentation and Knowledge-Based Articles for support teams.

  • Manage priority incidents and AWS/on-premises infrastructure while ensuring KPIs are met.

Requirements

  • Experience with ITSM tools like JIRA, Confluence, and ticketing systems for efficient issue management.

  • Skilled in troubleshooting, diagnosing, and resolving application-related customer issues.

  • Familiar with supporting and maintaining cloud-based apps (Azure, AWS) and on-premises infrastructure.

  • Adept at managing multiple activities and remote collaboration.



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