Calleo Australia | Incident Manager | Canberra
vor 2 Wochen
Job description
The Client
Opportunity to work for a leading Federal Government agency.
The team are looking for a Incident Manager to support and offer services to a broad range of stakeholders to deliver the best possible outcomes for the agency.
Responsibilities
Developing and maintaining Incident Management frameworks to prioritise IT Incidents based on their impact on the business and the criticality of affected systems.
Developing and maintaining systems and processes for the early detection of incidents.
Documenting all aspects of the Incident response process, including triage process, actions taken, decisions made, and outcomes achieved.
Developing and maintaining incident response plans and procedures that involve identifying potential risks and mitigation strategies.
Ensuring communication plans are in place and ready for activation to communicate with stakeholders, including senior management, affected users, and IT staff, providing updates on incident status and resolution progress.
Conducting post-incident reviews to analyse what happened, why it happened, and how similar incidents can be prevented in the future.
Updating the knowledge platforms and documentation to facilitate quicker resolution of similar incidents in the future.
Displaying sound problem solving, analytical, and time management skills.
Ensuring excellent communication and the ability to collaborate with team members and stakeholders.
Assisting employees with incidents and service requests within an ITIL framework and undertaking level 1 and 2 desktop support for staff as needed.
Updating internal operating procedures in line with business and executive requirements.
Performing additional duties or assuming responsibility of functions as directed from time to time.
Requirements
Proven experience working in IT service management or a similar role.
Strong knowledge of ITIL frameworks and their relationship with service management.
Excellent relationship building and collaboration skills across a vast array of internal and external teams and stakeholders, with the proven ability to communicate effectively while anticipating stakeholder needs and expectations across a geographically dispersed network.
Ability to work in a fast-paced environment while setting priorities and delivering quality results within time constraints.
Excellent problem solving, analytical and time management skills.
Proven analytical abilities with the ability to propose and facilitate change and contribute to business improvement strategies.
Demonstrated ability to manage staff while developing capabilities, encouraging career development and promoting professionalism.
Demonstrated personal integrity while achieving results within legislative and policy parameters.
Due to the nature of this role, this job is open to Australian Citizens only.
Candidates must have an ability to obtain a Baseline Security Clearance; NV1/NV2 Security Clearance also welcome to apply.
Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.
If you are interested in the above job, please forward your resume to .
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