Help Desk & IT Support (Information & Communication Technology)
Full time
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.
You will be working within a multi-disciplinary team to create robust, scalable processes to deliver compliance objectives.
Key success factors within this role include:
Undertaking manual daily health checks of the customer system.Responsible for 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.Maintain 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.Prioritisation of incidents according to their urgency and influence on the business.Work closely with the Security Manager to ensure any security incidents are managed correctly and in accordance with department policy.Management of a helpdesk queue to ensure required tickets are managed according to agreed SLAs.Responsible for managing all aspects of incident diagnosis and resolution.Maintain an overview of the incident queue, updating status and keeping the affected stakeholders informed of progress.Participate 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 its effectiveness.Implementing and monitoring incident alerts.Working closely with broader teams to assist with problem resolution and coordination of fix implementation.Communicating clearly and professionally and demonstrating the ability to work with technical and non-technical stakeholders.Delivery of incident reports.Assist 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.Backup of Change Manager if required when this position is on leave.Other duties as directed.What will make you a good fit for the role? You will be a good fit for the role if you bring:
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. What we can offer you Working at NTT DATA you'll find the rewards are more than just financial.
Not only will you work alongside inspiring colleagues with a world of experience, but you'll also have access to great benefits including:
Continued training and education opportunities to support you on your career path.A supportive environment that empowers you to thrive and gives you the autonomy and accountability to shape your own success.Financial and wellbeing services, including salary packaging and discounts on entertainment, travel and shopping.About us At NTT DATA, we bring best practices and high-value services to more than 50 countries and regions around the world.
We employ more than 330,000 people across the globe.
From strategic consulting to leading-edge technologies, we enable experiences that transform organisations for success, disrupt industries for good and shape a better society for all.
Staying committed to our corporate philosophy of "using technology to create new paradigms that contribute to a more affluent and harmonious society."
NTT DATA is recognised as a Global Top Employer for 2024.
This prestigious honor, awarded by the Top Employers Institute, places us among an elite group of only 17 organizations globally acclaimed for our outstanding people policies and practices.
Our diverse workforce is the power behind our innovation.
To harness their fullest strengths, we are committed to creating an inclusive work environment with no limitations to geography, gender or generation.
We leverage these strengths to reflect the diversity of our clients and their communities across the world.
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