Incident Manager

**Description**
- We’re a ‘Family Friendly’ certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

**Do Work That Matters**

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

**Your New Role and Responsibilities**

Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career.

Centralised Processing (CP) is a key ICT program within the Department of Defence, delivering IaaS, PaaS, and SaaS to support Australia’s largest private cloud network. This role offers the opportunity to join a team of Incident Managers in a fast-paced environment, working alongside system engineers and IT professionals to resolve complex challenges and deliver client outcomes.

You’ll be responsible for day-to-day Incident Management, including command and control of Major Incidents, ensuring compliance with processes, SLA performance, and contributing to Post Incident Reviews. The role involves regular engagement with technical SMEs and all levels of management, ensuring high-quality incident records. The Leidos Incident Management team operates 24x7, and this position includes participation in an on-call roster shared across the team.

**Key Responsibilities**
- Chair technical bridge calls and coordinate with internal and external stakeholders to drive timely incident resolution within agreed service levels.
- Manage priority incidents with urgency, ensuring accurate, high-quality incident records and compliance with SLAs and outage tracking requirements.
- Provide clear, consistent communication to stakeholders throughout the incident lifecycle, demonstrating strong customer service and empathy.
- Support the development and continuous improvement of Standard Operating Procedures (SOPs) in collaboration with the Incident Team Lead and Process Owner.
- Participate in a rotating roster, including staggered start times and 24x7 on-call duties, and contribute to post-incident reporting and service availability analysis.

**Qualifications & Experience**
- Experience in a Service Desk or Incident Management team, with a solid technical understanding across multiple domains.
- Familiarity with ServiceNow is advantageous, alongside strong conceptual, analytical, and interpretive skills with keen attention to detail.
- Proven ability to manage multiple concurrent tasks, effectively prioritising while identifying dependencies and risks.
- Excellent verbal and written communication skills, with the confidence to engage comfortably and knowledgeably with stakeholders at all levels.
- Strong interpersonal skills with a demonstrated ability to build and maintain effective working relationships across teams and organisations.
- This role does require the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance (_With the option of uplifting to an NV-2 security clearance_)._

**Diverse Team Members, Shared Values and a Common Purpose**
- Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia._

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

**Next Steps**
- Recruitment process - virtual / face to face interview & background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

**Original Posting**:
**Pay Range**:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.