Incident Problem Specialist

This is a Permanent Full-time position based in Mel/Syd/Brisbane/Adelaide/Perth

AEMO at the Heart of Energy

We are the Australian Energy Market Operator (AEMO), committed to designing and operating a sustainable energy system that delivers safe, reliable, and affordable electricity and gas. Our mission includes facilitating the transition to a net-zero energy system by 2050, working collaboratively with industry partners to achieve 100% renewable generation capability by 2025. We have the once-in-a-lifetime opportunity to co-design the future of our energy systems, and our core values revolve around Character, Commitment, and Connection.

Join us, as we contribute to this significant mission in the energy sector!

About the Team & the Position

The Customer Engagement & Services (CE&S) Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Department, providing Service Desk support to internal and external Customers, including End User IT Support for internal Customers, and provision and coordination of key IT Service Management capabilities, including Incident, Problem, Change, Capacity, Performance, Availability and Continuity, Monitoring and Event Management, Knowledge Management, Service Design, Service Level and Catalogue Management, Software and Hardware Asset Management and Risk Management

This position requires to own, manage, deliver, execute, and continuously improve the Digital Incident Management and Problem Management processes, ensuring a high level of compliance and quality. This role acts as a process advocate and main point of contact for all incident, major incident, and problem management across teams within the Digital division. The role works with many cross functional teams, customers, and stakeholders to drive alignment on incident, major incident, and problem management handling, ensuring Digital service delivery KPI’s are achieved.

Position Responsibilities

• Own the Incident management policy, process, and procedures.
• Lead and manage Major Incident investigation bridges and coordinate activities with relevant participants while ensuring proper communication to internal and external stakeholders.
• Facilitate service restoration in line with resolution SLA's. by co-ordinating with support groups, vendors, and service owners. Ensure that resolved incidents are properly documented and closed.
• Schedule, manage and run Post Incident Reviews (PIR) and publish PIR reports within KPIs.
• Provide on-call and after-hours Major Incident Management functions as rostered.
• Work collaboratively across the Digital division, including Architecture, Security, Platform teams and Product teams, to establish, test and maintain Incident Management plans.
• Own the Problem management policy, process, and procedures.
• Host and drive Root Cause Analysis (RCA) investigations of major problems and manage the problem lifecycle until timely implementation of a permanent resolution or agreed remedies and preventative measures.
• Provide relevant communications upon reaching problem investigation milestones.
• Analyse patterns and trends to proactively prevent problems and resulting incidents from occurring.
• Measure and monitor adherence to process standards and ensure consistent execution of the process across the organisation via KPI’s, reporting, and data driven insights.
• Represent Incident and Problem management in the Change Advisory Board (CAB).
• Champion best practice processes in relation to IT Incident and Problem management.
• Establish continual process service improvement governance and actions improvement opportunities.

Position Requirements

Skills & Experience:

• Demonstrated ability in a similar role and 5+years’ experience in a Senior Incident and Problem Management role.

• Strong experience in the energy industry or related businesses is preferred.
• Extensive knowledge of Incident and Problem Management frameworks, tools and processes.
• Influencing and consulting skills, with the ability to build relationships with stakeholders at all levels.
• Managing complexity and competing priorities.
• Excellent verbal and written communications skills
• Decision making in ambiguity and strong ability to operate under pressure.

Education/ professional Certifications:

• Tertiary and/or post graduate qualifications in an appropriate technology discipline.
• ITILV3 and/or ITIL 4 Certification

In return some of our benefits to you

• Flexible working: work from home, part time, job share, hybrid options, and additional leave options
• Professional development via projects, industry networks, job rotation, study assistance and more.
• Give back with up to 4 days of volunteering leave per year.
• Embrace a healthier you with our wellness program, discounted health insurance, gym perks and our comprehensive Employee Assistance Program (EAP). 

About Our Process 

AEMO values diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, or religion.