About the job
The Incident & Service Management Lead is a pivotal job within the Defence Managed Services team at Telstra. This role focuses on owning the end-to-end incident lifecycle, ensuring high-priority incidents are managed efficiently while fostering continuous improvement across operations. The team thrives on collaboration, prioritising wellbeing and choice, and is dedicated to delivering the best experience for everyone involved.
You'll be responsible for
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Managing the incident lifecycle
Lead the end-to-end management of incidents from escalation through to resolution, ensuring timely and effective outcomes.⚠️
Leading major incidents
Coordinate technical resources during critical incidents and provide clear, consistent communication to stakeholders.🌐
Engaging stakeholders
Build strong relationships with internal teams and external stakeholders, ensuring effective collaboration during incidents.Key criteria
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Incident management experience
Proven experience managing incidents in ITSM environments.View
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SLA and KPI knowledge
Strong understanding of SLA and KPI management frameworks.View
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Security clearance
NV1 security clearance required, with willingness for NV2.View
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