1 x Incident Manager – Wollongong, NSW
Tender ID: 459329
Tender Details
Tender Description
This Tender is invited by the Issuer.
The Incident manager is responsible for end to end management of ICT incidents. Monitoring the overall throughput, quality, consistency of incidents and service requests across the NDIA ICT environment. Staff member will be required to assist with other Service Management Operations duties as workload allows.
Duties
• Work with the Assistant Director Service Management Operations Management to manage the Service Management Operations workload;
• Manage Incidents and Service requests from identification, resolution, look for anomalies and exceptions or breaches of agreements and devise solutions to improve in the future.
• Chair Incident forum working with stakeholders and vendors to ensure that actions are being completed in response to escalations;
• Completing all required incident management reporting.
• Communicate effectively to a variety of stakeholders with differing levels of ICT knowledge;
• Completed regular scheduled reviews of different records and feedback and take appropriate actions.
• Helping with other Service Management Operations duties when workload allows.
• Participating in the Major Incident On-call, responding to major incidents in accordance with major incidents processes and standards.
• Effectively prioritise work and respond to changes in fast paced dynamic environment;
• Have a commitment to achieving positive outcomes for all stakeholders internal and external;
• Have the ability to respond to and prioritise competing and often urgent requests in a calm and efficient manner while also maintaining high work standards;
• Manage confidential and sensitive information;
• Foster a positive culture within the Service Operations team aligned with Agency values;
• Build and maintain effective working relationships with internal and external stakeholders
Location
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