Incident & Problem / Service Delivery Manager

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

We are looking for an experienced Incident and Problem Manager / SDM to add to our energetic Canberra team.

This is a great opportunity for you to provide incident and problem management for one of clients, who delivers a whole of government federated information sharing and analysis environment to provide access to real information across state, territory, and federal jurisdictions. The capability is being delivered through a program team comprised of a couple of main agencies and in conjunction with partner agencies at the Commonwealth, State & Territory levels. To sustain and enhance the platform into the future, NTT DATA has been engaged as a Strategic Partner to provide a high-performing, multi-disciplinary team to operate the Technical Hub from a sustainment perspective.

What you'll be doing

You will be working within a multi-disciplinary team to create robust, scalable processes to deliver compliance objectives. Key success factors within this role include:

• Undertaking manual daily health checks of the customer system.
• Responsible for coordinating all aspects of problem diagnosis and resolution, working closely with the incident management team on interim and permanent resolutions.
• Providing guidance and expertise on governance and processes in relation to Incident and Problem Management.
• Demonstrating ability to be involved with incident and problem management, perform analysis, and deliver post incident and post problem reviews.
• Maintain an overview of the problem queue, updating status and keeping the affected stakeholders informed of progress.
• Researching and identifying emerging incident / problem trends.
• Working closely with the project team to assist with problem resolution and coordination of fix implementation
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritisation of incidents according to their urgency and influence on the business.
• Work closely with the Security Manager to ensure any security incidents are managed correctly and in accordance with department policy.
• Management of a helpdesk queue to ensure required tickets are managed according to agreed SLAs.
• Responsible for managing all aspects of incident diagnosis and resolution.
• Maintain an overview of the incident queue, updating status and keeping the affected stakeholder informed of progress.
• Participate in the on-call roster to provide 24/7 incident assistance to the department.
• Adjusting the incident management and problem management processes as required to ensure its effectiveness.
• Implementing and monitoring incident alerts.
• Working closely with broader teams to assist with problem resolution and coordination of fix implementation
• Communicating clearly and professionally and the demonstrating ability to work with technical and non-technical stakeholders.
• Delivery of incident reports.
• Assist the broader team in development of weekly and monthly contracted reports.
• Managing the Incident Co-ordinator role by re-assigning workloads and re-scheduling non-urgent tasks as required.
• Backup of Change Manager if required when this position is on leave.
• Other duties as directed.

What will make you a good fit for the role?

You will be a good fit for the role if you bring:

• An approachable, supportive, and can-do attitude.
• Great stakeholder management with the ability to build and maintain working relationships.
• Expertise on governance, incident management and problem management frameworks to maintain policies, standards and guidelines to comply with applicable standards, legislation and regulations.
• Excellent conceptual ability, skills in analysis and problem solving.
• Experience with incident and problem management and delivering post problem reviews.
• Experience with Service Now Incident and Problem Management processes.
• An aptitude for picking up new technologies and procedures.
• Experience working within the ITIL framework.
• Due to the nature of our clients, Australian citizenship and a minimum of a Negative Vetting 1 (NV1) security clearance is required.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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