IT Problem Management Professional

3 days ago

Kingston, Australia NTT DATA Full time

About the Role

We are seeking an experienced IT problem management professional to join our team in Canberra.

As a key member of our technical hub, you will be responsible for providing incident and problem management services for one of our clients. The client delivers a whole-of-government federated information sharing and analysis environment to provide access to real-time information across state, territory, and federal jurisdictions.

The capability is being delivered through a program team comprised of a couple of main agencies and in conjunction with partner agencies at the Commonwealth, State & Territory levels. To sustain and enhance the platform into the future, we have been engaged as a strategic partner to provide a high-performing, multi-disciplinary team to operate the Technical Hub from a sustainment perspective.

Your Key Responsibilities

  • You will work within a multi-disciplinary team to create robust, scalable processes to deliver compliance objectives.
  • Key success factors include undertaking manual daily health checks of the customer system, coordinating all aspects of problem diagnosis and resolution, and providing guidance and expertise on governance and processes in relation to Incident and Problem Management.
  • You will also be responsible for maintaining an overview of the problem queue, updating status and keeping affected stakeholders informed of progress.
  • Researching and identifying emerging incident/problem trends, working closely with the project team to assist with problem resolution and coordination of fix implementation, responding to reported service incidents, and prioritizing incidents according to their urgency and influence on the business.
  • You will also work closely with the Security Manager to ensure any security incidents are managed correctly and in accordance with department policy.
  • Management of 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 stakeholder informed of progress.
  • Participate in the on-call roster to provide 24/7 incident assistance to the department.
  • Adjusting the incident management and problem management processes as required to ensure its effectiveness.
  • Implementing and monitoring incident alerts.
  • Working closely with broader teams to assist with problem resolution and coordination of fix implementation.
  • Communicating clearly and professionally and demonstrating ability to work with technical and non-technical stakeholders.
  • Delivery of incident reports.
  • Assist the broader team in development of weekly and monthly contracted reports.
  • Managing 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.

What We Offer

A competitive salary of $100,000 - $130,000 per annum, plus benefits including annual leave, sick leave, and public holidays.

This is an excellent opportunity to work with a leading global technology company and contribute to the delivery of innovative solutions to our clients.

We value diversity and inclusion and encourage applications from candidates with diverse backgrounds and experiences.

Please note that due to the nature of our clients, Australian citizenship and a minimum of a Negative Vetting 1 (NV1) security clearance is required.

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