AddressThe Incident and Problem Coordinator plays a pivotal role within the Service Delivery team responsible for managing tickets across the IT organisation, ensuring efficient ticket handling, adherence to SLAs, and managing major incidents on a day-to-day basis.
The coordinator diligently monitors ticket queues, promptly prioritising tasks based on urgency and impact. They liaise with various teams within the IT organisation to investigate and resolve incidents in a timely manner, ensuring minimal disruption to business operations. Additionally, the coordinator oversees the escalation process, facilitating swift resolutions to meet or exceed SLA targets. Their responsibilities include generating and maintaining accurate reports on incident resolution metrics, providing stakeholders with insights into performance and areas for improvement. Furthermore, the coordinator ensures clear and effective communication with all stakeholders throughout the incident management process, fostering collaboration and transparency.
The coordinator spearheads continuous improvement initiatives, focusing on Problem Management processes. This involves conducting root cause analyses, implementing preventive measures, and driving enhancements to mitigate future incidents. Furthermore, the coordinator facilitates problem documentation, categorisation, and prioritisation, ensuring timely resolutions and contributing to the overall stability and reliability of IT services.
Accountabilities
- Manage and prioritise tickets across the IT organisation, ensuring timely resolution and escalation where necessary.
- Develop, implement, and continually improve processes for Incident Management and Problem Management based on ITIL4 best practices.
- Monitor ticket queues and ensure adherence to SLA's, escalating issues as needed to meet service level targets.
- Coordinate with various teams within IT to investigate and resolve incidents and problems in a timely manner.
- Facilitate the resolution of major incidents, coordinating resources and communications to minimise impact on business operations.
- Generate and maintain accurate reports on incident and problem resolution metrics, providing insights to stakeholders on performance and areas for improvement.
All duties will be performed in accordance with:
- the APS Values, Code of Conduct and Employment Principles
- WHS obligations, taking responsibility for own health and safety and that of others
- AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Qualifications, accreditations and experience
- Tertiary qualifications in Information Technology or relevant industry experience
- ITIL Foundation certification or higher.
- 5+ years of IT Service Management experience, focusing on Incident Management and Problem Management.
