Incident lead

Company Description Leidos is a Fortune 500 Technology, Engineering, and Science Solutions and Services leader. Leidos' 47,000 global employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. Leidos Australia has been a trusted partner to the Australian Government, including the Department of Defence, for more than 25 years, having delivered some of the most complex software and systems integration projects in Australia. With a local workforce of around 2,000, of which 85% hold a government security clearance, we have one of the largest security-cleared workforces in Australia. Our team is also backed by Leidos' global expertise, experience and capabilities. Job Description Join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career. This opportunity is to lead our team of Incident Managers in a very fast-paced environment where we work through and overcome unique challenges in order to excel at delivering client outcomes. We are seeking a dedicated, passionate and resilient individual, who takes pride in their work and strives to make a difference. In return, we will recognise your talents and abilities and assist you to be your best, both personally and professionally. Working alongside a team of people, routinely interacting with all levels of management and engaging with technical SMEs across a broad range of disciplines, you’ll have all the resources at your fingertips to reach your full potential. Key activities include: Lead a small team of Incident Managers. Chair conference calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident. Liaise with internal and external stakeholders, ensuring they receive appropriate communication. Keep track of progress against incident SLA's. Ensure all incident cases and records are accurately maintained and of quality in content. Continuous improvement of Standard Operating Procedures (SOPs) to assist in day-to-day running of the incident process. Complete Post Incident Reports. Qualifications About You and What You'll Bring: Experience within an IT service desk environment. Excellent verbal and written communication skills to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network. Strong customer service focus with the ability to empathise as well as prioritise. Experience as an escalation point for queries and more complex calls, incident management and fault reporting, including logging, escalation and coordination with team members and other IT support areas. Ability to develop and maintain productive internal and external relationships, partnerships and networks. This role does require the successful applicant to be an Australian Citizen and hold a current Defence NV-1 (with the option of uplifting to an NV-2 security clearance). Additional Information What you'll love: At Leidos, you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access to learning and development and mentoring opportunities; we have a strong track record of internal promotion and career transitions. As a business, we are focusing on setting people up for growth and success, so individuals can develop specialist skills and make significant contributions whilst broadening their experience within the cyber security field. If this sounds like you and you have the right attitude coupled with the willingness to challenge yourself and want to be in a team delivering security capability for government – apply today. We embrace diversity and are committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups. #J-18808-Ljbffr