Service Support Lead

at  BAE Systems

At BAE Systems Australia

• Do interesting work that MATTERS
• ENJOY what you do
• GROW your career
• Be YOU

We work in a thriving sector – one that puts us at the forefront of exciting and meaningful work. Every day we push boundaries to produce some of the world’s most innovative and ground breaking technology. Individually we all contribute to our success. Collectively we make the impossible possible.
Recognised for delivering projects of global and national significance that help keep Australia safe, it is our shared passion that shapes our culture, and our people that make it a great place to work.
About the OPPORTUNITY
We have a great opportunity for a Service Support Lead to join our Central Functions Line of Business reporting to the Infrastructure Delivery Manager. We are flexible in terms of location and will accept applications from Melbourne – VIC and Adelaide – SA.
You will own and manage the Tier 3 transactional support activities for the Infrastructure Operations (IO) department to provide consistent customer outcomes.

• Triage and manage incoming transactional and troubleshooting activities to the Infrastructure Operations Department via a consolidated service queue filtered by discipline. (Network, Systems Administration (Windows\Unix), Database(SQL\Oracle))
• Drive high customer service standards to external and internal customers via implementation of relevant Service Level Agreements (SLA’s) and Operational Level Agreements (OLA’s)
• Proactively take ownership of Infrastructure Operations components of Incidents and Problems and coordinate the appropriate resources required to resolve the issues while working with the Service Delivery Operations Lead to do so
• Contribute to the design, implementation and management of Service Catalogue entries for the IO Department, including establishment of new services and reviews of existing services, support models and service contracts
• Develop and maintain a consolidated knowledge base repository for all IO transactional activities to ensure support processes are relevant and consistent
• Collaborate with IO Manager and Service leads to establish and measure Service Performance objectives for all IO service catalogue items and underlying systems
• Conduct Operational Readiness Reviews for projects transitioning to support, and create maturity plans to uplift Initial Operating Capability to full Service Catalogue maturity
• Represent the interests of the IO department at the IM&T Change Advisory Board – assess all changes and associated impacts with a customer centric view

About YOU

• Excellent communications skills with the ability to lead and influence a virtual team
• Proven problem solving and time management skills, with the ability to manage multiple priorities
• Demonstrated desire and ability to provide technical leadership
• Demonstrated expertise in the Administration of a wide variety of systems such server Operating systems (Windows\Linux), File & Print services. Active Directory Services such as DNS, DHCP and Certificate Services. Core M365 services – Exchange Online, ENTRA, Teams
• Proficient in VMware VSphere Administration (6.7 and later) and HCI - DELL Vxrail
• A continuous improvement mindset
• Willingness to learn and share knowledge
• Defence security clearance or eligibility to obtain as role involves classified support
• Eligibility to be cleared for International Traffic In Arms (ITAR) regulations

We believe in hiring for potential, we know that some candidates hesitate if they don’t tick all the boxes. If this role interests you, but you don’t meet all the criteria, we still encourage you to apply.
About US
You will be joining a workplace that truly cares about your wellbeing.
Our people are diverse and we value the variety of perspectives this brings, we know that a culture that is inclusive and fosters a sense of belonging is a place we can all make the most of our unique talents and be our best.
As Australia’s largest defence company in a rapidly growing sector, you will be connected into a global team and encouraged to explore where your career might take you whether that is a traditional career path or squiggly one, there are infinite possibilities for you at BAE Systems Australia.
We welcome applicants from all people regardless of sex, gender identity, race, ethnicity, disability, pregnancy, age, or other lived experience; and strongly encourage applications from Aboriginal and Torres Strait Islander people for all positions.
We are proud to be recognised as an employer of choice for women by WORK180.
Awarded the 2024 Quarter 1 Benchmarcx Triple R- Excellence In Candidate Experience Certification. As a member of the Circle Back Initiative we commit to respond to every applicant.
To learn more about our competitive employee benefits, flexibility, other employment opportunities and what to expect from our recruitment process please visit: www.baesystemscareers.com.au
Clearances
As a Defence security clearance is required for this role, applicants must be Australian citizens and either possess or be eligible to obtain and maintain appropriate clearances.
Further information regarding security clearances