Incident Coordinator

2 days ago

Canberra, Australia Optus Full time

**Incident Coordinator**:
**Date**:13 Feb 2025

**Location**: Canberra, Australia

**Company**:Singtel Group

**It starts with YES**

At Optus, we don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

We are seeking a dedicated and proactive Incident Coordinator to join our Federal Government Client Delivery portfolio **based in Canberra**. In this role, you will provide incident and service request support, ensuring a thorough understanding of the managed environment, and act as the interface to Optus support teams for high and standard priority incidents. You will also assist with Service Request fulfilment when required. The role will be based at one of the Optus Campus locations, with occasional work at the customer site. Note: You Must be an Australian Citizen to obtain an Australian Government security clearance.

**Your day in the life of an incident Coordinator at Optus**
- Provide after-hours coverage for major incident support.
- Manage all incidents and support Problem Management.
- Ensure incident resolution through customer, Optus, and/or 3rd party support groups.
- Lead and coordinate resources to achieve results.
- Liaise with 2nd and 3rd Level assignment groups for timely restoration of service.
- Contribute to Problem Management for root cause analysis and corrective actions.
- Maintain accurate notes in Service Management systems.
- Manage incident triage and queue management.
- Handle fault/escalation management and provide effective communication.

**Your skills to pay the bills**
- Experience in an Incident Management role within a Federal Government environment.
- Previous experience working in an ICT outsourcing environment with a Federal Government client.
- High-level computer/IT skills and ITIL4 Foundation Certificate.
- SIAM environment experience is desirable.
- Understanding the principles of teamwork and collaboration.
- Experience working in a results-focused environment.
- Autonomous with attention to detail.
- Intermediate MS365 skills (Excel, Word, PowerPoint) and Service Management tool experience (e.g., ServiceNow).
- Understanding the principles of configuration and asset management.

**Perks we love at Optus**
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

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