Incident and Event Analyst

2 weeks ago

Canberra, Australia Leidos Full time

Company Description

People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We’re proud of our Mission to make the world safer, healthier and more efficient, and every Leidos team member has a valued role to play - to Be the difference.

**Job Description**:
Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career. CP is a key ICT program with the Department of Defence to supply IaaS, PaaS and SaaS to underpin Australia’s largest private cloud network.

The role of the Incident and Event Analyst is within the Incident Management team, the Incident Management process ensures restoration of high priority Incidents within SLA, utilising the proactive management of incoming events and alerts.

People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We’re proud of our Mission to make the world safer, healthier and more efficient, and every Leidos team member has a valued role to play - to Be the difference.

**Your New Role**

The mission of the team is to provide an effective enterprise-wide ability to proactively monitor, respond and report on system and infrastructure health to key business, executive and operational stakeholders in real-time.

**Key activities include**
- Ensuring that event monitoring is conducted in line with appropriate treatment plans
- Ensuring appropriate actions are taken place to reduce the amount of high priority incidents through event monitoring.
- Working as a team to ensure monitoring is effective
- Ensuring accurate and meaningful handover of managed cases at shift handover
- Ensuring all incidents cases and records are accurately maintained and are of quality in content
- Monitoring, management and reporting of areas of focus for multi service provider job queues
- Participating in assessments of the maturity and effectiveness of the Incident processes.
- Continuous improvement of Standard Operating Procedures (SOPs) to assist in day to day running event and incident activity
- Provide first level support for Incident Management activities across rostered shifts
- Support the high Major Incident Team after hours

**Qualifications**:
**About You and What You'll Bring**
- Experience within an IT service desk environment
- Ability to work in a team environment as well as autonomously in a professional environment.
- Ability to assist in the resolution of conflict
- Strong customer service focus with the ability to empathise as well as prioritise
- Proven ability to deliver a quality client service, under direction
- Ability to develop and maintain productive internal and external relationships, partnerships and networks
- Ability to work on a rotating 24/7 roster

**Desirable**:

- ITIL V4 Foundations or Higher desirable

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