ICT Incident Manager

Vor 2 Tagen

Brisbane City, Österreich The State of Queensland Vollzeit

Justice and Attorney-General (Organisation site )
Engagement and Partnering; Information Technology Services; Corporate Services; Brisbane CBD

As the ICT Incident Manager, you will work to manage the lifecycle of all unplanned interruptions, outages, and quality reductions of provided ICT services. You will follow incident management protocols and restore provided ICT services to normal operation as quickly as possible. This role will analyse the ongoing performance of ICT services, identify, and resolve problems and recommend improvements that may increase performance or reduce the risk of outages.

You will also develop, implement and maintain ICT Incident Management policies and procedures in line with industry best practice and methodologies.

Your key responsibilities:
- Lead coordination, planning and organisation of resources required for the effective investigation, authorisation, and approval of ICT Incident Management activities and recommendations, including (SFIA: USUP 5):
• Coordination of ICT Support staff and communication to affected stakeholders for major incidents.
• Facilitation and documentation of major incidents and post-implementation reviews.
- Monitor compliance with IT Service Management (ITSM) standards, identify areas for improvement and provide direction and advice to the ICT cohort as required to maintain or improve levels of service (SFIA: SLMO 5).
- Advise and support to branch staff on Incident Management and Problem Management processes, including trends, impacts and current performance metrics to ensure a unified branch approach to IT Service Management (SFIA: SLMO 5).
- Lead and establish initiatives, policies, processes and tools for the delivery and implementation of a quality Incident Management process, including analysis and review activities to identify opportunities for business process and service delivery improvements (SFIA: METL 5).
- Lead the formation of a Problem Management function, with defined processes to interface with Incident Management (SFIA: METL 5).

Technical skills, abilities and cultural capability:
• Working knowledge of and experience in incident and problem management.
• Detailed knowledge and experience in IT Service Management (ITSM) principles.
• Detailed knowledge and experience in the software currently used in the department.
• Provide specialist and authoritative advice and direction in ITSM and incident/problem management.
• Experience in managing stakeholders with competing priorities and delivering a successful outcome, including negotiating resources from other work areas in times of major incidents. This includes liaising with Directors of ITS and heads of IT in business areas.
• Problem analysis and consider rectification action. Developing reports to be able to highlight to senior managers and the business on key findings from problem analysis.
• Maintain knowledge of emerging technology to understand how they can be used to mitigate issues.
• Experience in managing IT projects and meeting deliverables including managing the life cycle of problems that have occurred or could occur in delivering service in the department.
• Service level management experience required in agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the established targets.
• Experience in managing vendors during incidents and outages. Also experienced in working with vendors through problem identification and working with them on solution development
• Writes concise reports and communicates clearly to senior managers and relevant officers outlining information relating to problems, major incidents
rectification work required.
• Manage risk during critical period and take mitigating action to minimise the impact.

Applications will remain current for 12 months.

Job Ad Reference: QLD/572975/24

Closing Date: Friday, 5 July 2024

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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