Incident & Problem Manager
Vor 4 Tagen
Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible.
We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.
Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.
Your day at NTT DATA We are looking for an experienced Incident and Problem Manager to add to our energetic Canberra team.
This is a great opportunity for you to provide incident and problem management for one of our clients, who delivers a whole of government federated information sharing and analysis environment to provide access to real information across state, territory, and federal jurisdictions.
The capability is being delivered through a program team comprised of a couple of main agencies and in conjunction with partner agencies at the Commonwealth, State & Territory levels.
To sustain and enhance the platform into the future, NTT DATA has been engaged as a Strategic Partner to provide a high-performing, multi-disciplinary team to operate the Technical Hub from a sustainment perspective.
What you'll be doing Undertaking manual daily health checks of the customer system.Coordinating all aspects of problem diagnosis and resolution, working closely with the incident management team on interim and permanent resolutions.Providing guidance and expertise on governance and processes in relation to Incident and Problem Management.Demonstrating ability to be involved with incident and problem management, perform analysis, and deliver post-incident and post-problem reviews.Maintaining an overview of the problem queue, updating status and keeping the affected stakeholders informed of progress.Researching and identifying emerging incident/problem trends.Working closely with the project team to assist with problem resolution and coordination of fix implementation.Responding to a reported service incident, identifying the cause, and initiating the incident management process.Prioritizing incidents according to their urgency and influence on the business.Working closely with the Security Manager to ensure any security incidents are managed correctly and in accordance with department policy.Managing a helpdesk queue to ensure required tickets are managed according to agreed SLAs.Maintaining an overview of the incident queue, updating status and keeping the affected stakeholders informed of progress.Participating in the on-call roster to provide 24/7 incident assistance to the department.Adjusting the incident management and problem management processes as required to ensure effectiveness.Implementing and monitoring incident alerts.Communicating clearly and professionally and demonstrating ability to work with technical and non-technical stakeholders.Delivering incident reports.Assisting the broader team in development of weekly and monthly contracted reports.Managing the Incident Coordinator role by re-assigning workloads and re-scheduling non-urgent tasks as required.Backing up the Change Manager if required when this position is on leave.Other duties as directed.What will make you a good fit for the role? An approachable, supportive, and can-do attitude.Great stakeholder management with the ability to build and maintain working relationships.Expertise on governance, incident management, and problem management frameworks to maintain policies, standards, and guidelines to comply with applicable standards, legislation, and regulations.Excellent conceptual ability, skills in analysis, and problem solving.Experience with incident and problem management and delivering post-problem reviews.Experience with Service Now Incident and Problem Management processes.An aptitude for picking up new technologies and procedures.Experience working within the ITIL framework.Due to the nature of our clients, Australian citizenship and a minimum of a Negative Vetting 1 (NV1) security clearance is required.Workplace type: On-site Working
About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services.
We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.
We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.
Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.
We are also one of the leading providers of digital and AI infrastructure in the world.
NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.
We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
Join our growing global team and accelerate your career with us.
Apply today.
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