Incident/Problem Coordinator
18th September, 2023

Security Clearance:
 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.

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