Incident shift Lead

Client 1; Canberra; On-site; AUD 120,000 - 165,000; Full time

Job summary

Defence technology organisation in Canberra is seeking an experienced Incident Shift Lead to join a 24/7 Enterprise Operations Centre supporting critical Defence systems. You will lead the shift, coordinate major incidents, and drive service continuity across secure networks.

The role requires strong incident management, leadership and collaboration with technical teams, on a rotating 12-hour shift including nights and weekends. NV clearance is highly regarded.

Qualifications

• Experience in IT operations, NOC/SOC or similar environments.
• Proven track record leading teams or coordinating major incidents.
• Strong knowledge of Incident, Problem and Change Management.

Responsibilities

• Lead and coordinate the Enterprise Operations Centre team during your shift.
• Manage and drive resolution of Priority 1 and 2 incidents from identification to restoration.
• Monitor critical environments and ensure issues are escalated appropriately.
• Coordinate technical teams and stakeholders during major incidents.
• Ensure tasks and service requests are completed within agreed service levels.
• Produce detailed shift handover reports and incident documentation.
• Maintain high standards of service delivery and adherence to processes.
• Mentor and support team members while promoting continuous improvement.
• Identify recurring issues and recommend actions to improve stability and performance.

Skills

Incident management

Team leadership

Communication

Stakeholder engagement

Decision making under pressure

Structured IT service delivery

Rotation shift coordination

Problem management

Tools

Monitoring tools

Job description

Incident Shift Lead (Incident Management)

Canberra, ACT | Full Time | Defence Environment

Cleared are partnering with a leading Defence technology organisation to identify an experienced Incident Shift Lead to join a high-performing Enterprise Operations Centre supporting critical Defence systems and services.

This position sits within a 24/7 operational environment responsible for monitoring, incident response and service continuity across secure Defence networks. Working on a rotating 12-hour shift roster, you will lead the shift team, coordinate major incidents, oversee operational activities and ensure services remain stable, secure and available.

Key Responsibilities

• Lead and coordinate the Enterprise Operations Centre team during your assigned shift.
• Manage and drive resolution of Priority 1 and Priority 2 incidents from identification through to restoration of service.
• Monitor critical environments and ensure operational issues are responded to and escalated appropriately.
• Coordinate technical teams and stakeholders during major incidents.
• Ensure operational tasks and service requests are completed within agreed service levels.
• Produce detailed shift handover reports, incident documentation and operational records.
• Maintain high standards of service delivery and drive adherence to established operational processes.
• Mentor and support team members while fostering a culture of continuous improvement.
• Identify recurring issues and recommend preventative actions to improve service stability and performance.

About You

To be successful in this role, you will have:

• Experience working within an IT Operations, Service Desk, Network Operations Centre (NOC), Security Operations Centre (SOC) or similar operational support environment.
• Demonstrated experience leading teams or coordinating major incidents in a production environment.
• Strong understanding of Incident, Problem and Change Management processes.
• Experience using monitoring and operational management tools.
• Strong stakeholder engagement and communication skills.
• Ability to make decisions and remain calm under pressure during critical incidents.
• Experience working within structured IT service delivery environments.
• Willingness to work a rotating 12-hour shift roster, including nights, weekends and public holidays.

Highly Regarded

• ITIL Certification.
• Experience supporting Defence, Federal Government or other highly regulated environments.
• Previous experience within a Network Operations Centre or Enterprise Operations Centre.
• Exposure to service management frameworks and operational governance processes.

Security Requirements

• Australian Citizenship is essential.
• An active NV2 Security Clearance is highly desirable.
• Candidates holding an NV1 Security Clearance who are eligible for clearance uplift are also encouraged to apply.
• Previous experience working within secure Defence environments will be highly regarded.

What's On Offer

• Opportunity to support mission-critical Defence capabilities.
• Join a large-scale operational environment with significant responsibility and visibility.
• Work alongside experienced infrastructure, operations and service management professionals.
• Long-term career growth within a secure and technically complex environment.