Technology Incident Specialist

• Full-time position for an experienced Technology Incident Specialist to join the Service Management & Operations team.
• Position can be either Melbourne or Brisbane based.
• A collaborative and supportive environment that values professionalism, objectivity, and integrity.

Summary

Do you have the drive and capability for a high-profile role supporting mission critical technology in an operation's centre environment?

The Airservices Australia Technical Operations Centre (TOC) is looking for an experienced Service Management professional specialising in Incident Management to join a team of centralised technical experts supporting technology that keeps our skies safe and the aviation industry moving.

This is a unique opportunity in a new role supporting technology no other Australian organisation provides and offers the chance to work with industry specific partners and Defence.

The Organisation:

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world's airspace and provision of aviation rescue fire fighting services at Australia's busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia's aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful. We encourage motivated individuals who love what they do, value a service first mindset, and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As a Technology Incident Specialist, you will work stakeholders across the enterprise to minimise the negative impact of unplanned interruptions for both corporate Information and Communications Technology (ICT) and mission critical Operational Technology (OT) support services by taking ownership and driving restoration of Incidents as safely and quickly as possible.

You will monitor the status and progress towards resolution of all open incidents working across the Value Chain to ensure that the appropriate procedures are followed, outcomes delivered, and impacts minimised across the Airservices Australia managed environments. You will coordinate and manage investigations and technical support bridges, especially those involving multiple teams. You will work directly with CTEO and external providers to ensure that updates are provided to incident records and escalate any incidents, as necessary.

Working in a matrixed reporting position, you will operate within a group of professionals acting as part of an Incident Management team to manage high priority and major incidents, with your role taking a lead on driving the end-to-end management of all incidents throughout their lifecycle.

You will liaise regularly with managed service provider Incident Managers to progress incidents of varying priority. You will facilitate Post Technology Incident Reviews and produce PTIR reports to reduce the likelihood of reoccurrence and improve the response to future incidents. You will coordinate all actions following a Post Technology Incident Review across internal and external stakeholders and resolver groups.

Please see the link below to view the full Position Description:

2025 Technology Incident Specialist

The Person

Your demonstrated Service Management experience will enable you to collaborate with customers, stakeholders, partners, resolver groups, suppliers, and internal Service Management practitioners to minimise the impact of technology incidents and drive lessons learnt as part of Continual Service Improvement within a safety driven and regulated environment.

As the successful applicant you will have:

• Demonstrated understanding of ITIL, with particular emphasis on service operations and associated processes.
• Proven Incident and Major Incident Management experience.
• Experience in report writing including development of reports.
• Proven ability to influence and operate under pressure.
• Experience in understanding and developing processes and procedures, which define the Airservices technical environment and linkages to other processes and procedures. e.g., Airservices Technology Management Standard, ITIL and the Airservices Safety Management Systems.
• Highly developed interpersonal, representation and communication skills, including a proven ability to develop, influence and maintain working relationships at senior levels.
• Demonstrated and strong experience in business writing/reporting, including conversion from technical to business language.
  • Experience in managing documentation and procedures.
• Experience using toolsets such as ServiceNow, SAP and MS 365
• Experience in the use of and analysing and reporting on data from multiple sources.
• Business Process Improvement Skills e.g., Lean, Six Sigma.
• ITIL Foundation Certification (highly desirable).
• ITIL Practice Manager- Monitor, Support and Fulfil (desirable).

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply.

Security Clearance

To be eligible to apply, you must be an Australian citizen as an Australian Government National Security Clearance may be required for this position.

Should you require any further information please contact Greg Kroll – Talent Acquisition Advisor at **********

How to Apply

To apply for this position please lodge an application online via the "apply link" attaching your resume and a cover letter outlining your skills and experience and how they relate to this role.

Applications close Sunday 8th June 2025 at 5.00 pm AEST.

#Ll-GK1