Incident And Problem Manager

Ongoing
- Salary: $94 729 to $105 669 plus 15.4% superannuation
- Canberra, ACT

**Employment Opportunity**

The Incident and Problem Manager (IPM) is a critical role in the IT Service Support team. This position offers the successful applicant the opportunity to create a real difference in the management of incidents and problems, with the potential to positively impact the work of the whole Information Division and improve outcomes for our clients.

The pivotal nature of this role means the successful applicant will be curious; self-motivated; able to take initiative; and have excellent people skills, with the ability to work across teams and bring people together to achieve solutions.

Strong analytical, reporting and writing skills will also be an advantage, using and improving existing data and creating new data sets to support the identification, tracking, analysis, troubleshooting and resolution of incidents. Using data to detect patterns of incidents and investigate their underlying cause, and to identify where there is an underlying problem; the IPM will provide advice to team managers on appropriate steps and, where necessary, communications to stakeholders.

Responsibilities of the role include:

- Manage major IT incidents, including escalation and tracking, liaison with affected stakeholders, coordination of Joint Response Team (where necessary) and post incident reporting.
- Develop strong and collaborative relationships with 3rd level/resolver groups in Information Division to:

- facilitate good communication during incident investigation and resolution.
- enable effective analysis, investigation, and coordination of solutions for longer running incidents and problems.
- Examine incident logging trends to:

- identify and analyse patterns and categories of incidents for the purpose of raising with resolver groups for investigation and review.
- report on incident trends, including cumulative impact where relevant, and investigations/actions taken towards resolution or transfer to problem management.
- report on availability, resolution time, improvements identified, and severity quantity.
- Where ongoing incidents are identified as problems: document reasons, summarise steps taken to identify and attempt to resolve the issue, whether there is any prospect of resolution and if so, what form it will take and, where necessary, liaise with Chief Technology Office for consideration of future solutions.
- Create and upkeep relevant documentation and workflows in relation to incidents.
- Ensure the currency of related information by contributing to documentation, SOPs and knowledge base articles.
- Undertake tracking and management through the lifecycle of a problem and ensure records are updated with information on known issues.
- Report on problem types, resolver teams, 'resolved as known error', and incidents related to problems.
- Contribute to training for staff involved in incidents and problems from creation to resolution.
- Ensure that decision-making and advice are well consulted and based on critical analysis and evidence.
- Contribute to a positive culture that values innovation and ideas.

**How you can help us make a difference**
- High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion.
- Experience in an IT service support team in a busy and complex environment.
- High motivation, initiative and ability to solve problems collaboratively and engage support from other teams
- Ability to listen and communicate effectively, both verbally and in writing, with a wide range of stakeholders, and represent the Division positively.
- Sound judgment in responding effectively to stakeholder needs, including attention to detail.
- Strong teamwork, initiative, motivation, and a positive attitude.
- Effective time management to accomplish tasks and monitor task completion against milestones.
- Effective prioritisation of work in line with team, Division, and Departmental objectives.
- Responsibility for completing own work tasks and supporting team members to do the same.
- Awareness of, and willingness to embody, the APS Values and Code of Conduct in their daily work. Optional: formal qualifications or training in any information systems related field.