Have and maintain a Negative Vetting 2 (NV2) security clearance before commencement of work.
SFIA Level – USUP L5
The Incident/Problem Coordinator will be required to perform and/or have responsibility for duties including, but not limited to:
Report on and provide advice to stakeholders and Project Senior Leadership Team on incidents that are encroaching/encroached the agreed Service Level Agreement.
Review the Service Management Catalogue weekly to ensure that data entry is conducted correctly.
Act as a High Priority Incident Manager in the management and rectification of priority incidents inclusive of ensuring all stakeholders are kept up to date with the correct information regarding rectification.
Perform and report on the identification, assessment and control of risks inclusive of the vulnerabilities and risks that may pose a direct threat to the client’s business requirements.
Provide advice and guidance on the department management lifecycle of mitigate the risk of problems escalating.
Conduct and attend weekly support meetings and update all stakeholders in the status of Priority 3 or higher open tickets.
Author, review, and or contribute to the development and maintenance of support documentation.
Work with internal stakeholders to assess and partner with external vendors and suppliers to understand their capabilities and work collaboratively.
Work with related project teams and product lines to identify and deliver the support requirements.
Work with peers in a collaborative Team environment.
Develop compliance and governance requirements in-line with ITIL v4.
Required Skills and Experience:
Essential – Practical knowledge of Monitoring, Event and Service Level Management implementation (ITIL V4 practices)
Experience managing complex problem records across various platforms and technologies, minimising business impact and enhancing service delivery.
Experience working within Fleet environment, with a strong understanding of the internal workings of ICT and ITIL responsibilities.
Ability to collaborate with key stakeholders to develop and deploy an Incident & Problem Management process that meets the demands of the Project and Sustainment post-transition whilst prioritising durability for future WSO use.
Strong communication, interpersonal and negotiation skills with demonstrable experience of presentation and engagement with stakeholders, projects and business areas.
Relevant tertiary qualifications e.g. Bachelor/Certificate
Desirable Skills and Experience
Experience in service desk at level 2 or 3 Incident and Problem roles.
Experience within High Priority Incident management
Experience in the IT industry and highly Skilled in restoring wide major and complex issues.