Service Operations Analyst

2 weeks ago

Melbourne, Australia Australian Bureau of Meteorology Full time

APS Level 5, Ongoing
- $76,783 - $83,683 + 15.4% super
- Melbourne

The Bureau of Meteorology’s Technology Command Centre Team, within the Service Operations section, provides 24x7 technical monitoring and support for Bureau operations, including Major Incident Management. Based at the Bureau's Melbourne Office, this role is crucial in providing system support and quality of response to incidents on the Bureau's operational production systems through effective processes and documentation. The key goal is to achieve high service availability for internal and external customers including Bureau partners and the general public, as well as contributing to the Bureau's aim of "Zero lives lost" via an aim of "Zero Service Interruptions".

The expectation is that procedures provided by the relevant system owners (SOP's) are followed, to perform the operational functions of the Command Centre. The incumbent will liaise with the Incident and Shift Lead in monitoring and maintaining systems, responding to alerts, investigating issues, escalation to support and recording details and responding to the incident ticketing system. They will also take direction from the Incident and Shift lead in day to day tasks (in a dotted line reporting role).

The occupant will be required to have practical understanding and experience with a rostered group of technical staff as well as reviewing documented operational policies and procedures. The Service Operations analyst needs to have excellent written and verbal communication skills to be able to liaise with other sections, branches, and regions, in consultation with the Shift and Incident Lead, in order to participate with and manage the work that the IT Command Centre area are assigned.
The role reports to the IT Command Centre Manager and operates via dotted line under direction of the Shift & Incident Lead

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