Incident Process Practitioner

2 days ago

Canberra, Australia GMT People Full time

Melbourne, Canberra or Brisbane
- Fed Gov - aviation sector
- Aus Citizens only with ability to obtain a Security Clearance

**The Opportunity**:
As **Incident Process Practitioner**, you will work with stakeholders across the enterprise to drive the adoption of the Incident process and procedures, adapt it to the organisations needs and embed into the service delivery framework.

The scope of the process spans all technology related incidents for both corporate Information and Communications Technology (ICT) and mission critical Operational Technology (OT) support services.

You will oversee and administer the incident management process, working across the Value Chain to ensure that the appropriate procedures are followed, outcomes delivered, and impacts minimised across the Client's managed environments.

You will lead post major incident reviews and produce PIR reports to reduce the likelihood of reoccurrence, as well as coordinate all actions following a Post Incident Review across internal and external stakeholders and resolver groups.

You will also be responsible for oversight of the incident module within the Client's operational tools, working closely with Integrated Service Operations Centre and Service Desk staff as well as internal and external resolver groups.

**Position Specific**:

- Lead and own the incident management practice, ensuring it aligns with the technology and service management frameworks to meet the needs of the organisation.
- Lead the continuous improvement of the incident and major incident management process including response effectiveness, process efficiency (including incident templates for notifications) and customer satisfaction.
- Define Key Performance Indicators (KPIs), monitor and improve performance of the process, driving efficiencies through automation and digitalisation.
- Ensure that appropriate process documentation is available and current.
- Periodically audit the process to ensure compliance to policy and standards.
- Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
- Address escalated issues with running of the process.
- Provide an interface to the process for executive level stakeholders and Commercial Management.
- Be responsible for ensuring that the process is effective and efficient in daily operations.

**Skills, Competencies and Qualifications**:

- Demonstrated understanding of ITIL, with particular emphasis on service transition and assurance and associated processes.
- Proven Incident and Major Incident Management experience.
- Experience in report writing including development of reports.
- Proven ability to influence and operate under pressure.
- Experience in managing documentation and procedures.
- Experience using toolsets such as ServiceNow, SAP and MS Excel.
- Experience in the use of and analysing and reporting on data from multiple sources.
- Business Process Improvement Skills e.g., Lean, Six Sigma.
- ITIL Foundation Certification (desirable).
- ITIL Service Lifecycle - Service Transition Certification (desirable).

**Eligibility**:

- Must be Australian citizen and have the ability to obtain a Government Security Clearance.

For more information please speak with Iain 0262010100 or our Consultants on 0262010100 or 0386139999.

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