Service Operator, Nsw, 6 Months
2 weeks ago
**Key Accountabilities**
- Act as the first line owner for service availability and integrity for the Transport Cluster and manage defined Service Management activities and ensuring vendor partners and internal IT groups are managing all aspects of day to day operations as per the contract to agreed service levels and defined Transport processes on a 24x7 basis.
- Use monitoring tools and systems to manage suppliers and agencies to monitor events and alerts for services across IT Infrastructure and Applications to ensure they are being pro-actively monitored and act when required to address issues with service delivery /availability.
- Manage / Triage events/incidents to ensure correct level of escalation and focus is applied for IT services suffering disruptions to minimise service impact and duration. Engaging suppliers, agencies and internal management to ensure mínimal impact and escalate as required.
- Support the management and coordination of all aspects of the Major Incident Management Process including the facilitation of Major Incident Management technical bridges and required communications for all P1 & P2 Major Incidents.
- Perform trend analysis on recurring events and low priority incidents and feed into the Pro-active Problem Management Process as required.
- Support the management of defined level of Change, Release, and Security management activity to ensure changes flow smoothly and to act when required to resolve issues or avoid unwarranted impacts to services.
- Ensure IT services going through the Transition to Operate process have the appropriate monitoring setup and defined/agreed support models before going into production.
- Support the creation, development and maintenance of Command Centre standards, documentation, processes and procedures ensuring consistency with Quality Standards. Follow a cycle of continual service improvement to identify gaps and deficiencies then act to improve them.
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