Incident Managers

Open to:
**NV1 Holders Only**
location:
**Canberra**

**6 + Months**
**Contract**

The Incident Manager supports the ICT Change Manager in the day to day management of matters relating to incidents for technical ICT and core business operations, processes within the Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives.

The role will be responsible for, but not limited to:

- Managing the day-to-day operation of the incident management process; and overseeing problem management during an electoral event.
- Responding to reports of incidents; and initiating the incident management process including the management of the incident, communicating and coordinating with business areas, external 3rd parties, and team members involved in resolving incidents.
- Prioritising incidents according to their urgency and priority impacts and identifying the cause of incidents with the aim to proactively prevent incidents from happening and minimize the impact of incidents that cannot be prevented.
- Conduct regular analysis on incidents and continuous improvement activities relating to incidents and its synergies with knowledge management, system reporting, training, problem management, and change.
- Provide support to the Command Centre for requests for information/further details on incident reporting.
- Act as an escalation point for more complex faults and problem rectification, including logging, escalation and coordination with team members and other IT support areas. Liaise and consult with clients and other areas on technical support issues and problem resolution.
- Ensure all staff, in particular the on call person, are aware of outages and system changes that could impact their work.
- Provide analysis and advice on complex issues and contribute to the management, preparation and coordination of governance and policy;.
- Develop and support key internal and external relationships, including managing stakeholders to achieve work area and agency goals. In addition, represent the agency by promoting it’s interests in various forums.
- Make and communicate decisions using good judgement, expertise and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.
- Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.
- Perform additional duties or assume responsibility of functions as directed from time to time.

**Mandatory Requirements**
- Minimum 3 years experience working in IT service management or similar role
- Minimum 3 years experience working
- IT service management or similar role
- Strong knowledge of ITIL frameworks and their relationship with service management
- Excellent relationship building and collaboration skills across a vast array of internal and external teams and stakeholders, and the proven ability to communicate effectively whilst anticipating stakeholder needs and expectations across a geographically dispersed network.
- Ability to work in a fast paced environment whilst setting priorities and delivering quality results within time constraints.
- Excellent problem solving, analytical and time management skills.
- Proven analytical abilities with the ability to propose and facilitate change and contribute to business improvement strategies.
- Demonstrated ability to manage staff while developing capabilities, encouraging career development and promoting professionalism.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

**Desirable**
- Relevant qualifications in ITIL and incident management.
- Relevant qualifications in ITIL and incident management.
- Experience with ServiceNow or similar ITSM toolset.