Senior Incident Manager

5 days ago

Kingston, Australia Ntt Full time

About the Role

We are seeking an experienced Incident and Problem Manager to join our team in Canberra. As a key member of our Technical Hub, you will be responsible for providing incident and problem management for one of our clients, delivering a whole of government federated information sharing and analysis environment.

Key Responsibilities

  • Undertake manual daily health checks of the customer system.
  • Coordinate all aspects of problem diagnosis and resolution, working closely with the incident management team on interim and permanent resolutions.
  • Provide guidance and expertise on governance and processes in relation to Incident and Problem Management.
  • Demonstrate ability to be involved with incident and problem management, perform analysis, and deliver post incident and post problem reviews.
  • Maintain an overview of the problem queue, updating status and keeping the affected stakeholders informed of progress.
  • Research and identify emerging incident/problem trends.
  • Work closely with the project team to assist with problem resolution and coordination of fix implementation.
  • Respond to reported service incidents, identify the cause, and initiate the incident management process.
  • Prioritize incidents according to their urgency and influence on the business.
  • Work closely with the Security Manager to ensure any security incidents are managed correctly and in accordance with department policy.
  • Manage a helpdesk queue to ensure required tickets are managed according to agreed SLAs.
  • Responsible for managing all aspects of incident diagnosis and resolution.
  • Maintain an overview of the incident queue, updating status and keeping the affected stakeholders informed of progress.
  • Participate in the on-call roster to provide 24/7 incident assistance to the department.
  • Adjust the incident management and problem management processes as required to ensure its effectiveness.
  • Implement and monitor incident alerts.
  • Work closely with broader teams to assist with problem resolution and coordination of fix implementation.
  • Communicate clearly and professionally, demonstrating ability to work with technical and non-technical stakeholders.
  • Deliver incident reports.
  • Assist the broader team in development of weekly and monthly contracted reports.
  • Manage the Incident Coordinator role by re-assigning workloads and re-scheduling non-urgent tasks as required.
  • Backup of Change Manager if required when this position is on leave.
  • Other duties as directed.

Requirements

  • Approachable, supportive, and can-do attitude.
  • Great stakeholder management with ability to build and maintain working relationships.
  • Expertise on governance, incident management, and problem management frameworks to maintain policies, standards, and guidelines to comply with applicable standards, legislation, and regulations.
  • Excellent conceptual ability, skills in analysis, and problem-solving.
  • Experience with incident and problem management and delivering post-problem reviews.
  • Experience with Service Now Incident and Problem Management processes.
  • Aptitude for picking up new technologies and procedures.
  • Experience working within the ITIL framework.
  • Australian citizenship and a minimum of a Negative Vetting 1 (NV1) security clearance is required.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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