Event And Incident Coordinator

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 is responsible for ensuring that all IT event and incident processes are effective in delivering restoration of normal service operations as soon as possible.  

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. The mission of the team is to provide an effective enterprise-wide ability to proactively monitor, respond and report on system and infrastructure health to key business, executive and operational stakeholders in real-time.

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 (SOPs) to assist in day to day running event and incident activity
• Provide first level support for Incident Management activities across rostered shifts

Qualifications

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 V4 Foundations qualifications or higher will be highly regarded.
• Ability to work on a rotating 24/7 roster

Desirable:

• ITIL V4 Foundations or Higher desirable

Additional Information

To be eligible to apply for this role you will need to be an Australian Citizen and hold a current Defence  NV-1 or NV-2 Security clearance. This role is part of a 24/7 rotating shift roster and the successful candidate must be willing to work shift work.

Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. This can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain proscribed countries.