Assistant Director - Incident Management

Assistant Director - Incident Management Team -  ICT Operations.

The candidate will primarily be responsible for supporting the Incident Management Team and processes, which will contain a blend of responsibilities of operational and strategic duties.

Responsibilities may evolve over a period, but they will revolve around:

  • Implementing long-term strategies to expand and improve Incident Management offering.
  • Engaging an individual in developing and committing to an action plan that targets specific behaviours, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
  • Planning and supporting the development of an individual’s knowledge, skills, and abilities so that may become competent within their current or future role responsibilities.
  • Applying effective involvement and persuasion strategies to gain approval of ideas and commitment to actions that will support specific work outcomes.
  • Managing major incidents to ensure service restoration in line with business expectations.
  • Constructing, maintaining, and delivering reporting on the Incident Management functions.
  • Facilitating good document and knowledge management standards within the team.
Specified Duties:
  • collaborate with the Incident Management Team to manage the Incident Management workload
  • ensure Major Incidents Management workflows are effective, efficient, and adhered to
  • initiate PMIR forums working with stakeholders to confirm that actions are being completed in response to Major Incident Management protocols and processes
  • maintain reporting for Major Incident Briefs and Post Major Incident Review reports
  • develop, maintain, and manage reports in conjunction with the Service Desk
  • communicate effectively to a variety of stakeholders with differing levels of ICT knowledge
  • participating in the Major Incident Management on-call, responding to major incidents in accordance with major incidents processes and standards
  • effectively strategise role priorities, and respond to changes within a fast-paced dynamic environment, whilst maintaining high ethical standards
  • maintain a commitment to achieving positive outcomes for all stakeholders
  • manage confidential and sensitive information
  • foster a positive culture within the Incident Management Team, the ICT Operations Directorate, and the ICT Services Branch aligned with Agency values
The ideal candidate must contain:
  • A minimum of 3 years experience managing incidents in a large multi-vendor, multi-service provider ICT environment.
  • Proven ability to work through, and progress, complex issues with limited direction.
  • Demonstrate strong leadership in operational environments. 
  • Demonstrated high-level communication skills and the ability to tailor communication to its intended audience.
  • Certified ITIL Foundation (V3 minimum).
  • Due to the core business of NDIA and the NDIS, all staff must display a positive contemporary attitude to people with disability. As such, it is highly desirable that applicants have an understanding or lived experience of disability. 
Necessary checks will be required; All applicants must be an Australian Citizens.
If you are interested in this opportunity, please, apply. You may contact Dwayne at 0438841760 and and Charbel at 0451837566 or for a confidential discussion.

Melbourne (Melbourne)
I.T. & T
Charbel Lagarto