Optus12 followers85 jobs

Incident Coordinator

Mid levelFull-timeHybridAustralian Capital Territory, AustraliaPosted 4 months agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The job involves supporting critical Federal government operations by leveraging incident management expertise to maintain high-priority services. This position plays a vital role in ensuring clarity and responsiveness between government stakeholders and Optus support teams, contributing to exceptional service delivery. The team values collaboration and proactive communication, creating a resilient and customer-focused operational landscape.

Meet the team

About the company

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You'll be responsible for

⚡

Coordinating high-priority incidents

Lead and assist in managing high-priority incidents, including after-hours support as part of an on-call roster.
🔄

Driving incident triage and resolution

Manage incident triage, ticket lifecycle, and escalation handling within the service management system.
📚

Maintaining incident documentation

Ensure accurate incident documentation and process updates for a current knowledge repository.

Key criteria

🔧

Incident management expertise

Proven experience coordinating high-priority incidents and service restoration.

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📊

Ticket management skills

Demonstrated ability managing incident tickets within agreed SLAs.

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🤝

Collaboration with stakeholders

Experience working with customers, vendors, and internal teams for service delivery.

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5 criteria for this job
Incident management expertise
Proven experience coordinating high-priority incidents and service restoration.

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Ticket management skills
Demonstrated ability managing incident tickets within agreed SLAs.

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Collaboration with stakeholders
Experience working with customers, vendors, and internal teams for service delivery.

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Documentation proficiency
Strong skills in maintaining accurate incident documentation and processes.

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Problem management contribution
Experience in root cause analysis and identifying recurring issues.

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