Major Incident Support Officer

**Major Incident Support Officer**
- ** Full-Time Temporary opportunity to December 2025**
- ** Sydney location with hybrid working**
- ** Salary starts from $110,266 + super**

As the Major Incident Support Officer you will work with a dynamic team, who have a passion for problem solving, team collaboration and process improvements.

You will be responsible for the end-to-end management of all major incidents. In the role you will plan and improve major incident management per agreed processes, service level agreements (SLAs) and frameworks to ensure incident-related risk is mitigated, and services are delivered per organisational and customer expectations.

**Key responsibilities**:

- Initiate the critical incident management process when a high-impact incident has been reported to drive it to a timely resolution and minimise impact on service delivery.
- Monitor, coordinate and collaborate with resolver groups, external vendors, and service owners to ensure appropriate resolution processes are maintained and drive the resolution of problems and underlying issues from the current environment in line with SLAs.
- Coordinate incidents and problems, identify the root cause of issues, escalate, and facilitate responses and action to minimise impact on the business and operations in line with SLAs.
- Provide status updates on incident progress to stakeholders within expected timeframes and ensure that all requests for support are handled according to set standards and procedures.
- Ability to co-ordinate the 24x7 major incident management roster to ensure resources are available as needed to support major incident activities.
- Actively participate in continual service improvement by identifying critical incident management process improvements.

**To be successful in this role you will demonstrate**:

- Experience in Major Incident Management in a complex environment, preferably within a 24/7 enterprise Information and
- Communications Technology (ICT) background.
- Being flexible Show initiative and respond quickly when situations change
- Effective Communications: Focus on key points and speak in plain English.
- Team Coordination: In high-pressure situations, being able to guide and coordinate cross-functional teams is essential. You must be able to keep everyone focused, delegate tasks effectively, and ensure that everyone is working toward incident resolution.
- Knowledge of IT Systems and processes: An understanding of the IT systems, networks, and infrastructure that are in place. While you don't need to be an expert in everything, having a broad technical knowledge base will help you identify key issues and coordinate more effectively with technical teams.
- Driving major incidents to resolution within agreed Mean Time to Resolution (MTTR)
- Ensuring quality services are delivered while prioritising a high volume of work and working independently.

**Essential requirements**:

- Certification in Information Technology Infrastructure Library (ITIL) and/or tertiary qualifications in a relevant field.
- Commitment to work outside of business hours, if required.

**What we need from you**

An up-to-date CV and a brief cover letter outlining how your skills and experience and how they are aligned to the above role requirements.

Cover letter no more than two pages and CV no more than five pages.

**Further Information**

Salary Grade 7/8, with the base salary for this role starting at $110266 base plus superannuation

Click Here to access the Role Description.

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process