Event And Incident Coordinator

**Description**
- We're a 'Family Friendly' certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

**Do Work That Matters**

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

**Your New Role and Responsibilities**

Join us on the Centralised Processing (CP) program within the Department of Defence and grow your career in a meaningful way. CP is a key ICT initiative designed to deliver IaaS, PaaS and SaaS solutions, supporting Australia's largest private cloud network.

As an Event and Incident Coordinator, you'll work within our Incident Management team to help ensure that high-priority incidents are resolved within agreed service levels (SLAs). This includes proactively managing incoming alerts and events to keep systems running smoothly.

We're looking for individuals who are eager to take the next step in their IT careers, with strong attention to detail and a passion for customer service. Whether you're currently a Service Desk Analyst, Security Officer, or someone ready for a new opportunity, we'd love to hear from you.

At Leidos Australia, people join us for many reasons: the interesting projects, the supportive and inclusive culture, and the opportunity to make a real impact. What connects us is our shared commitment to helping safeguard and support Australia. We're proud of our mission to make the world safer, healthier and more efficient and every team member plays a valued part in achieving that mission.

**What You'll Do**

Our team works to provide a consistent, enterprise-wide capability to monitor, respond to, and report on the health of critical systems and infrastructure in real time.

**Your key responsibilities will include**:

- Proactively monitoring events and responding in line with treatment plans to reduce high-priority incidents
- Keeping accurate, high-quality records and ensuring smooth handovers between shifts
- Collaborating with the team to deliver consistent, first-level support for Incident Management activities
- Managing and reporting on job queues involving multiple service providers, and supporting the Major Incident Team after hours
- Contributing to continuous improvement by helping review and update Standard Operating Procedures (SOPs)

**About You**
- Experience in an IT service desk or similar technical support environment
- Ability to work both independently and collaboratively in a professional setting
- Strong customer service approach, with the ability to empathise, resolve issues, and manage competing priorities
- Proven ability to maintain clear communication and build positive relationships with both internal teams and external stakeholders
- ITIL v4 Foundation certification (or higher) is desirable
- Willingness and ability to work a rotating 24/7 shift roster;
- This role does require the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance and be willing to upgrade to NV-2._

**Diverse Team Members, Shared Values and a Common Purpose**
- Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia._

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

**Next Steps**
- Recruitment process - virtual / face to face interview & background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

**Original Posting**:
**Pay Range**:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.