NSW Government

Senior Integrated Operations Centre (IOC) Officer (BB-4DA27)

Gefunden in: Neuvoo Bulk CH

Beschreibung:

Senior Integrated Operations Centre (IOC) Officer - EUS,  Ongoing,  SYDNEY CBD


Ongoing full-time position
Grade 9/10


The Department ofCustomer Service (DCS) is a service provider, regulator and central agency ofgovernment. DCS is undertaking an ambitious digital transformation ofgovernment services, underpinned by its Digital Government Strategy.


About theRole
Weare looking for a Senior Integrated Operations Centre (IOC) Officer to join ourOperations and Service Integration team. In this role you will be responsiblefor the management of the event integration tool (ITOM)and monitoring the infrastructure (comprising physical or virtual hardware,software, network services and data storage) either on-premises or provisionedas cloud services, to deliver andsupport the information systems needs of the business.

Accountabilities will include:


  • Provides technical expertise to determine and enable the correct application of operational procedures.
  • Uses infrastructure management tools to determine load and performance statistics to inform decision making. 
  • Contributes to the planning of maintenance and installation work and monitors the outcome of such work through
  • Event Management, ensuring all events are cleared and services are available for the business users.
  • Implements agreed infrastructure changes and maintenance routines to ensure consistency and quality
  • Configures tools to automate the monitoring and management of events of new and changed infrastructure to improve efficiency and effectiveness of systems.
  • Identifies operational problems and contributes to their resolution, and ensures they are managed in accordance with agreed standards and procedures to meet business objectives.
  • Makes a significant contribution to the investigation, diagnosis and resolution of business system faults to improve service delivery outcomes.
  • Ensures that all requests for support are dealt with according to set standards and procedures to meet customer needs.
  • Coaching and mentoring junior staff in specific areas of IT operations delivery

  • About you
    Tobe successful in this role you will have:


  • 5+ years’ experience working in complex IT environments supporting diverse mission critical systems provided by internal and external (outsourced) Service Providers.
  • Strong End User Services (Audio/video conferencing, device management, virtualisation, SOE etc) and operations knowledge with a sound understanding of these components in the delivery of end to end Business services (Tertiary/Industry certifications highly desirable).
  • Experience and knowledge of ServiceNow ITOM and other event monitoring systems.
  • Excellent knowledge of ITIL (Foundations certification desirable) and ServiceNow.
  • Experience/exposure to SIAM (Service Integration and Management) and Configuration Management principles would be advantageous.
  • Ability and willingness to work outside of standard working hours (9 – 5) and participate in an on-call roster to provide 24x7 systems support.


  • Working at Departmentof Customer Service


    The Department of Customer Service is a great place to work!Our values of accountability, trust, service and integrity drive ourinitiatives and culture. We support innovative programs in areas as broad asdigital government, consumer protection and major public works. We are an inclusiveorganisation that celebrates diversity and flexible work practices and believeour people are our greatest asset.


    Salary Grade 9/10, with the base salary for this role startingat $111,077 base plus superannuation


    Click Here to access the Role Description. For enquires relating to recruitment pleasecontact Brett Smith via brett.smith@customerservice.nsw.gov.au.


    Closing Date: Thursday 25th February 2021 [09:59am]


    The Department of Customer Service is proud to be an EEO Employer who are fullyfocused on equality and believe deeply in diversity of all identities making usdifferent and a true reflection of our NSW customers. As an inclusiveworkplace, we support various employee resource groups, practice flexible workand workplace adjustment.

    If you dorequire an adjustment during the recruitment process, please notify us on yourapplication form.


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