Event and Incident Manager

  • Full-time
  • Job Type: Permanent

Company Description

Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in government, defence, intelligence, border protection and health markets. The company's 32,000 diverse and talented staff support the vital missions of our customers. Leidos has annual revenues of approximately US$10 billion.

Job Description

Your new role

CP is a key ICT program with the Department of Defence to supply centralised processing services. The Event & Incident team are responsible for ensuring that all event and incident processes are effective in delivering restoration of normal service operations as soon as possible.  

Key activities include
    • Ensuring that event monitoring is conducted in line with appropriate treatment plans
    • Ensuring appropriate actions are taken place to reduce the amount of High Priority Incidents through event monitoring.
    • Working as a team to ensure Monitoring is effective
    • Ensuring accurate and meaningful handover of managed cases at shift handover
    • Ensuring all Incidents cases and records are accurately maintained and are of quality in content
    • Monitoring, management and reporting of areas of focus for multi service provider job queues
    • Participating in assessments of the maturity and effectiveness of the Incident processes.
    • Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running event and incident activity

About you and what you'll bring
    • Experience within an IT service desk environment
    • Ability to work in a team environment as well as autonomously in a professional environment.
    • Ability to assist in the resolution of conflict
    • Strong customer service focus with the ability to empathise as well as prioritise
    • Proven ability to deliver a quality client service, under direction
    • Ability to develop and maintain productive internal and external relationships, partnerships and networks

ITIL V3 Foundations qualifications will be highly regarded.

Additional Information

This role does require the successful applicant to be an Australian Citizen and hold a current Defence NV-2 security clearance .

With over 20 year's local experience, Leidos Australia provides an unparalleled breadth of capability to our customers through our highly skilled and cleared local workforce; now in excess of 900 people. We are committed to delivering innovative and cost effective solutions, managing risks, working collaboratively and drawing on our global experience. We aim to be the market leader in government science and technology solutions and a respected employer in the community.

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