Ioc Operator

**Integrated Operations Centre (IOC) Operator**

**Grade 7/8, ONGOING Opportunity**

**What’s the Job?**
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DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy. As part of this exciting transformation, a brand-new Integrated Operation Centre (IOC) is being developed to support and maintain the critical infrastructure underpinning the digital strategy for DSC. We are looking for dedicated, proactive and customer focused people, who are passionate about Service Operations, to ensure Digital Services are always available to our customers and the people of NSW.

As an IOC Operator in our highly regarded and hard-working Operations and Service Integration team, you will utilise SIAM Event Management practise and monitoring tools to support the IT infrastructure (comprising physical or virtual hardware, software, network services and data storage) both on-premises or cloud services, to ensure continuity and excellent IT Services to multiple agencies.

Another key element of the role is the ability to co-ordinate and take ownership of events and continuing improvement activities arising from system monitoring. Working with Service Providers, Stakeholders and Technical Teams, co-ordinating activities to conclusion and building relationships ensuring proactive event management in a customer centric environment.

**A little bit about you**:
To be successful in this role you will have (most, if not all) the following:

- Passion for operational excellence and the role of proactive IT Operations in today’s IT landscape.
- Excellent customer service and stakeholder communications, with a drive for investigation and co-ordination in the pursuit of issue resolution.
- Demonstrated experience working in complex IT environments supporting diverse mission critical systems provided by internal and external (outsourced) Service Providers.
- Knowledge of IT Infrastructure, networks and operations experience with a sound understanding of these components in the delivery of end-to-end Business services, with Tertiary/ Industry certifications highly regarded
- Excellent knowledge of ITIL (Foundation’s certification desirable) and ServiceNow.
- Experience/exposure to SIAM (Service Integration and Management), ServiceNow ITOM (IT Operations Manager) and event monitoring systems such as SolarWinds would be highly regarded.
- Ability and willingness to work within a rotating roster (Mon - Fri) and a rotating on-call roster to provide 24x7 systems support outside of core hours, weekends, and public holidays.

**What will your day involve?**
- Contributes to the investigation, diagnosis, and resolution of system faults to minimise disruption to key information system needs of the business and improve service delivery outcomes.
- Carries out operational procedures, including monitoring and maintenance activities, to support the availability requirements of the business
- Work proactively with service providers, technical owners, and stakeholders to ensure identified systems issues are corrected to guarantee systems availability.
- Co-ordinate, manage and take ownership of events & continuous improvement activities
- Follow up on active, aged and on-hold events and alerts to progress resolution activities
- Utilises management software and tools to investigate and diagnose problems, collect performance statistics, and create reports to minimise the impact of incidents
- Assist with establishing and updating work instructions
- Proactively work in a team environment to develop solutions to ensure pro-active event monitoring.

**Benefits of working with DCS**:
DCS is a great place to work, and it’s not just us saying that

Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
- Competitive salary range starting at $99,431 p.a + super, commensurate with experience plus access to salary packaging. Don’t forget 17.5% leave loading
- State of the art offices across NSW
- We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, working in a hybrid model or from home. We are all real people with real lives
- Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised.
- Access to exceptional health and wellbeing benefits (i.e., Fitness Passport and EAP)
- Incomparable leave benefits available - including Flex Leave and Paid Parental Leave

**A little bit about us**:
DCS is transforming the way NSW Government agencies interact with customers. We are passiona