Senior Problem and Major Incident Officer
Core
Lead and drive the day-to-day delivery of ICT service desk and regional support services, managing major incidents and problems to ensure optimal outcomes for the department's strategic operational and business requirements.
Role type
Senior IC IT Service Management (Major Incident & Problem Management)
Builds
ICT service desk operations, regional support programs, and robust ITIL4-aligned incident/problem resolution processes
Domain
Public Sector / Emergency Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Major Incident Management, Problem Resolution, Change Management, ITIL 4 framework, Incident logging and prioritization, Post-incident analysis, Stakeholder communication, Resource deployment, Trend analysis, Process improvement
Preferred skills
ITIL 4 Practitioner certification, Experience with emergency response support systems
Technologies
ITIL 4, Incident Management Tools, Change Management Tools
Responsibilities
Lead Major Incidents to ensure timely identification, logging, categorization, prioritization, and resolution; Proactively prevent recurrence of Major Incidents through post-incident analysis; Coordinate resource deployment to minimize adverse impact on business operations; Ensure effective documentation and communication of Major Incidents; Identify and raise Problems by recognizing trends among incident records; Provide advice to management regarding the impact and treatment of Problems and Incidents
Seniority
Senior, hands-on IC
