ICT Incident Manager
Tender ID: 394109
Tender Details
Tender Description
This Tender is invited by the Issuer.
The ICT Incident Manager will lead and develop a small geographically diverse team to deliver across the National Disability Insurance Agency:
As the owner of the ICT Incident Management Process, be responsible for and with limited supervision, ensuring compliance with NDIA’s ICT Incident Management policy and processes. This will include but not limited to:
Ensuring that any ICT Incidents are governed by and compliant with NDIA Incident Management Policy & Process.
Ensure that incidents are logged and managed with the appropriate priority levels.
Facilitate the appropriate levels of communication and as required, escalation of incidents.
Working within a government shared service arrangement where ICT systems and services are outsourced, ensure that incidents are investigated and resolved in a timely manner that aligns with assigned priorities and meets defined SLAs.
Regular reporting of ICT Incidents including trend analysis.
Coordinate interfaces between Incident Management and other Service Management processes.
Draft task cards, divisional communications, briefing papers and other corporate documents as they relate to ICT Incident Management;
Engage with internal and external stakeholders in a positive and professional manner; and
Work proactively and collaboratively to resolve incidents and achieve business outcomes
Location
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