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Event and Incident Coordinator

3 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**:
**Your New Role**

CP is a key ICT program with the Department of Defence to supply centralised processing services. The Event & Incident team is responsible for ensuring that all IT event and incident processes are effective in delivering restoration of normal service operations as soon as possible.

**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 after hours support for Incident Management activities.

**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
- ITIL V4 Foundations qualifications or higher will be highly regarded.

Desirable:

- ITIL V4 Foundations or Higher desirable

Additional Information
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. This can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain proscribed countries._