Incident Manager

About AARNet

Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education. We are Australia’s National Research and Education Network (NREN).

We connect over one million users—researchers, faculty, staff and students—at institutions across Australia, supporting education and research across a diverse range disciplines including high energy physics, climate science, genomics, radio astronomy and the arts.

Nationally, AARNet interconnects Australian universities, the CSIRO, and other organisations who have a research and education mission, or with whom the education and research sector interacts. These include hospitals, vocational training providers, schools and museums. Internationally, AARNet interconnects the Australian Research and Education (R & E) community to the world – and continuously develops new capabilities and partnerships to facilitate seamless data access and transfer. AARNet also offers a suite of supporting applications to our customers. These include network and collaboration services such as CloudStor and Zoom, that enable innovation in the delivery of research and education.

We are an organisation of innovators, doers, and courageous thinkers. We are not constrained by traditional products and solutions and we constantly strive to build the solutions that our customers will need tomorrow – today. If you have the imagination, foresight and drive to build the future why not come and join us?

The Role

We're actively seeking an experienced Incident Manager to fulfill the role of overseeing all network, IT, and infrastructure incidents. Your primary responsibility will be to ensure the effective resolution of incidents while upholding required service standards.

This role requires strong leadership capabilities to guide the incident resolution process, continuous improvement to refine existing processes, active engagement with stakeholders to ensure alignment and collaboration, and adherence to Disaster Recovery Plans (DRP), Business Continuity Plans (BCP), and auditing practices.

Responsibilities

Incident Management Leadership:

• Lead and manage incidents affecting our organization's network, IT systems, and infrastructure from initiation to resolution within a 24x7 capacity.
• Ensure efficient resolution of incidents while maintaining service standards for customers.
• Act as a primary point of contact for incident escalations and coordinate cross-functional teams to ensure timely resolution.

Service Level Agreement (SLA) Adherence:

• Monitor and enforce adherence to SLAs, ensuring that incident response and resolution times meet or exceed customer expectations.
• Continuously evaluate SLAs and make recommendations for adjustments to meet appropriate business needs.

Continuous Improvement:

• Drive ongoing improvement efforts to refine incident management processes and enhance support mechanisms for internal teams and the broader business.
• Produce and catalogue incident artifacts tailored to risk levels and SLAs, encompassing incident tickets, timelines, Post Mortems, Post Incident Reports, Root Cause Analysis, and corrective action plans.
• Analyse incident trends and root causes to identify opportunities for proactive prevention and mitigation.

Tooling and Process Development:

• Actively contribute to the development and enhancement of tools and processes integral to incident management, with a focus on network and IT technologies.
• Collaborate with internal stakeholders to identify tooling requirements and participate in the evaluation and implementation of new technologies, including IT and network monitoring solutions.

Stakeholder Communication and Collaboration:

• Maintain open communication channels with internal stakeholders and customers to provide updates on incident status and resolution efforts.
• Build a collaborative environment by working closely with cross-functional teams to ensure alignment on incident management strategies and priorities, with an emphasis on risk management and prevention.

Compliance with DRP, BCP, and Auditing Practices:

• Ensure compliance with Disaster Recovery Plans (DRP) and Business Continuity Plans (BCP) to minimize disruption during incidents.
• Collaborate with relevant teams to conduct regular audits of incident management processes and ensure adherence to regulatory requirements and industry standards, such as ISO 27001 or NIST Cybersecurity Framework.

Training and Knowledge Sharing:

• Maintain a fundamental understanding of our core network services, IT systems, tooling, and technologies.
• Develop and deliver incident management training programs for internal teams to enhance their incident response capabilities.
• Facilitate knowledge sharing sessions to disseminate best practices and lessons learned from incident resolution efforts.

Expertise, experience & qualifications

• A Bachelor Degree in an IT related discipline, or an equivalent combination of relevant experience.
• Fundamental understanding of IT Systems and Telecom Network Infrastructure.
• Extensive experience in IT service management, process development and both internal and external communications.
• Experience in the Telecommunications industry with a strong understanding on provisioning, maintenance, and fault rectification.
• Ability and proven experience in leading and guiding teams to provide excellent customer service.
• Certified in ITIL with experience in incident, change, problem and knowledge management and service catalogues.
• Must be able to lead and work collaboratively across physical locations.
• Demonstrated problem solving and troubleshooting skills.
• Have strong written and oral communication skills, with the ability to convey complex issues to non-technical audiences.
• Provide coaching and training to employees at all levels.
• Ability to obtain NV1 level security clearance as an Australian Citizen

Important skills

Must have the ability to:

• Professionally respond to and work collaboratively with customers and colleagues.
• Ability to handle and perform in stressful situations.
• Be comfortable with ambiguity and have an ability to develop and drive tasks with limited guidance.
• Learn, understand, troubleshoot, and solve problems.
• Ability to prioritise and multi-task in a fast paced, ever-changing environment.
• Analytical mindset and critical thinking.

Conditions of employment

AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference. 

AARNet provides competitive remuneration and a host of other benefits including:

•           17% superannuation;

•           Flexible work options;

•           Options to purchase additional Annual Leave;

•           2 days paid Women’s Wellness Leave per month;

•           24 weeks paid Parental Leave – Primary Carer;

•           4 weeks paid Birth Trauma Leave;

•           24 weeks paid - Adoption Leave;

•           16 weeks paid Parental Leave – Secondary Carer;

•           5 days paid – First Nations Cultural Leave;

•           2 days paid Family Wedding Leave;

•           24 weeks paid – Foster Carer Leave;

•           5 days paid – Fertility Leave;

•           8 weeks paid – Gender Affirmation Leave;

•           Strong Equal Opportunity focus;

•           Sector leader in Social Responsibility and Ethics; and

•           A culture and company structure that allows your career to grow with access to leading edge technologies