Incident Shift Lead (Incident Management)

Leidos LLC; Canberra; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Family-friendly workplace

Life Days leave benefit

Job summary

Leidos Australia delivers IT and airborne solutions and seeks an experienced EOC/IT operations lead to manage a 12-hour rotating shift, incident resolution, and service continuity across critical environments.

You will coordinate teams, apply ITIL-aligned processes, and produce essential reports while ensuring high-priority incidents are resolved efficiently. This role requires strong leadership during off-hours and a commitment to maintaining service stability.

Qualifications

• Experience in IT operations, NOC/SOC or service desk with after-hours/shift work.
• Proven ability to coordinate teams and manage major incidents through to resolution.
• Strong knowledge of incident, problem and change management (ITIL-aligned).

Responsibilities

• Lead and coordinate the EOC team across a 12-hour rotating shift roster, ensuring monitoring and incident tasks meet policies.
• Provide after-hours environmental monitoring and escalate events to maintain service continuity.
• Own end-to-end management of high-priority incidents (P1/P2) including triage and post-incident reporting.
• Oversee timely completion of routine operational tasks and service requests within SLAs.
• Produce and maintain shift reports, handover docs and incident records for audit trails.
• Coach team members and drive continual service improvement by addressing recurring issues.

Skills

IT operations

NOC/SOC

Incident management

ITIL

Monitoring tools

Tools

Monitoring tools

Backup/Restore tools

Job description

Accrue up to an extra 12 days of leave per year through our Life Days program. Work with world leading technology business at the forefront of innovation. We’re a 'Family Friendly' certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them. Our team feel Leidos is a great place to work.

Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers

Do Work That Matters Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

Key Responsibilities

• Lead and coordinate the EOC team across a 12-hour rotating shift roster, ensuring all monitoring, incident management and operational tasks are delivered to a high standard in line with policies and procedures, including setting the culture, standards and ITIL-aligned ways of working.
• Provide after-hours environmental monitoring, proactively identifying, responding to and escalating events to maintain stability, availability and continuity of services.
• Own end-to-end management of high-priority (P1/P2) incidents, including triage, technical coordination, stakeholder communication, escalation, decision-making as the senior on shift, and post-incident reporting.
• Oversee and ensure timely, accurate completion of routine operational tasks and service requests (e.g. file restores, mailbox restores) within agreed SLAs.
• Produce and maintain high-quality shift reports, handover documentation and incident records, ensuring continuity across shifts and clear audit trails.
• Coach and support team members while driving continual service improvement by identifying recurring issues, reinforcing process adherence and recommending preventative actions.

About You and What You'll Bring

• Demonstrated experience in an IT operations, network/security operations centre (NOC/SOC) or service desk environment, including after-hours / shift-based work.
• Proven experience leading or coordinating teams and/or managing major / high-priority incidents through to resolution.
• Strong working knowledge of incident, problem and change management processes (ITIL-aligned).
• Experience with monitoring tools and operational tasks such as backups and restores (file and mailbox restores).
• Excellent communication, decision-making and stakeholder-management skills, with the ability to remain calm and lead under pressure.
• Willingness and availability to work a rotating 12-hour shift roster, including nights, weekends and public holidays.
• Desirable ITIL certification.
• Prior experience working in a Defence or other secure / regulated environment.
• This role does require the successful applicant to be an Australian Citizen and hold an NV-2 security clearance.

Diverse Team Members, Shared Values and a Common Purpose

Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation.

Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive.

Paul Chase - Chief Executive, Leidos Australia.

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace.

We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

Pay Range

Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.