Senior Major Incident Support Officer at myCareer - NSW Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

142665.0

Posted On

15 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Major incident management, Incident resolution, Process governance, Stakeholder management, Root cause analysis, ITIL, SIAM, COBIT, Communication, Reporting, Service level agreements, Strategic relationship building, Resource coordination, Continuous improvement

Industry

Government Administration

Description

Clerk Grade: 9/10 Salary Range: $129,464 - $142,665 plus superannuation and leave loading Employment Type: Full-Time, Ongoing Location: Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. Application Closing: Monday, 27th April 2026 [10:59am] About Us Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. About the team Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services. We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments. What you will do Manage the daily operations and improvements in Major Incident Management activities including co-ordinating resources to support major incidents to ensure relevant KPIs are met and service disruptions minimised Managing end to end major incident resolution and being the primary point of contact (L1 Escalation business/After Hours) for all other major incident managers Responsible for major incident process governance ensuring that incident management practices are aligned with SIAM, COBIT, ITIL frameworks Ensure that incidents are handled according to agreed procedures, thereby reducing the impact of the incident to the business Ensure that resolved incidents are properly documented to enable monitoring and analysis to inform and support continuous improvement of customer services which includes managing and facilitating major incident bridges, clear and regular communication with stakeholders and help restore services within the agreed SLA’s Monitor the effectiveness of the major incident management process, produce appropriate management information and report on process performance including cost benefit analysis for improved service uptime as a result of more effective major incident management Build strong strategic relationships with stakeholders to ensure long-term success, efficient communication channels and optimal major incident process delivery About You The successful candidate must demonstrate strong capabilities in: Proven experience in major incident management processes, tools and best practice methods Experience in working with a team of major incident managers to ensure that major incidents are managed according to agreed procedures 24x7 availability for major incident management and coordination as needed to support major incident activities Strong communication and interpersonal skills and ability to work collaboratively with internal and external stakeholders and multiple service providers Experience in monitoring and providing management reporting on the effectiveness of major incident management processes Proven experience in co-ordinating root cause analysis using a structured approach Essential requirements To be considered for roles in the NSW public sector, applicants must: Be NSW residents or willing to relocate. Hold appropriate working rights for the type of employment offered: Ongoing (permanent) roles require Australian citizenship or permanent residency. Temporary roles require valid work rights for the full duration of the role. More information is available in the PSC Essential Requirements Factsheet. What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks. A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via michael.yoon@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday, 27th April 2026 [10:59am] Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact michael.yoon@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process

Responsibilities

Manage daily operations and end-to-end resolution of major incidents while ensuring alignment with ITIL, SIAM, and COBIT frameworks. Facilitate stakeholder communication and monitor process performance to support continuous service improvement.