NTT Communications ICT Solutions – Kingston TASContinue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.Grow Your Career with NTT DATAWe 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 doingYou 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.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.Managing all aspects of incident diagnosis and resolution.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.Working closely with broader teams to assist with problem resolution and coordination of fix implementation.Communicating clearly and professionally and demonstrating ability to work with technical and non-technical stakeholders.Delivery of incident reports.Assisting the broader team in the 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?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.Workplace type: On-site WorkingEqual Opportunity EmployerNTT 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. Accelerate your career with us. Apply today.
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