ITIL Incident Coordinator

02 Jun 2024

Vacancy expired!

Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career. CP is a key ICT program with the Department of Defence to supply IaaS, PaaS and SaaS to underpin Australia’s largest private cloud network.The role of the ITIL Incident Coordinator is within the Incident Management team, the Incident Management process ensures restoration of high priority Incidents within SLA, along with Incident backlog management, production of Post Incident Reviews and hosting technical bridges, these are a few of the activities you will be responsible for. You will routinely interact with all levels of management and engaging with technical SMEs across a broad range of disciplines, ensuring quality information is recorded in all incident tickets.We are looking for candidates who are interested in furthering their careers in IT and demonstrate attention to detail and strong customer service whilst working on one of our large Government client accounts, Service Desk analysts looking for the next step in their careers are encouraged to apply.OverviewKeep track of progress against incident SLA'sEnsuring all Incident cases and records are accurately maintained and are of quality in contentManage queues and group mail boxes and triage based on urgency & priorityManaging backlog of lower priority incident tickets and escalations to resolver and queue managersChair Conference/Technical Bridge calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident, after a period of training.Liaise with internal and external stakeholders, ensuring they receive appropriate communication via approved systemsContinuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running of the incident process in concert with the Incident Process ownerEnsure document management processes including templates, work instructions, knowledge base articles and registers are maintainedCoordinate & distribute reporting and communications as per processComplete Post Incident Reports and ensure the quality of information thereinEnsure outage records are complete for each incident that requires it to measure availability with assistance from the Availability Manager if requiredStrong customer service focus with the ability to empathise as well as prioritiseOther duties as required

  • ID: #50035068
  • State: Territories Canberra 00000 Canberra USA
  • City: Canberra
  • Salary: USD TBD TBD
  • Job type: Full-time
  • Showed: 2023-06-02
  • Deadline: 2023-08-01
  • Category: Et cetera