Incident Shift Lead (Incident Management)

Leidos; Canberra; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Life Days program

Family-friendly workplace

Equal opportunity employer

Job summary

Leidos Australia is seeking an Enterprise Operations Centre Shift Leader to run the DNOC in Canberra, leading a 12-hour shift and coordinating 24/7 incident management. You’ll own incident response and drive service excellence, reporting on performance and maintaining high-priority issue resolution.

This role requires proven leadership in IT operations, strong communication, and a proactive approach to stabilising critical environments.

Qualifications

• Experience in IT operations, NOC/SOC or service desk with after-hours work.
• Proven incident management experience and leadership during major incidents.
• Strong ITIL knowledge and familiarity with monitoring and backups.

Responsibilities

• Lead the EOC team on a 12-hour rotating shift, upholding policies and ITIL-aligned practices.
• Provide after-hours environmental monitoring, identify and escalate events to maintain stability.
• Own end-to-end management of high-priority incidents (P1/P2) and post-incident reporting.
• Oversee routine tasks, maintain SLAs, and ensure accurate shift handover documentation.
• Coach team members and drive continual service improvement to prevent recurring issues.
• Produce high-quality shift reports and maintain audit trails across shifts.

Skills

IT Operations

NOC/SOC

Incident Management

ITIL

Communication

Team Leadership

Shift Work

Tools

Monitoring Tools

Backup & Restore

Job description

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.

Your New Role and Responsibilities

The Digital Modernisation (DDM) Service Management team at Leidos Australia has an opening for an Enterprise Operations Centre Shift Leader to work at our Defence Network Operations Centre (DNOC) in Canberra, ACT. Operating on a rotating 12-hour shift roster, the Enterprise Operations Centre (EOC) delivers around-the-clock, after-hours monitoring and incident management that keeps critical environments stable and available. As Shift Leader you will lead the team on shift, own the quality and timeliness of all work completed during your rotation, and set the standard and culture for your shift.

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.

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.

Commitment to Non-Discrimination

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.

Next Steps

• Recruitment process - virtual / face to face interview & background checks.
• Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.
• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if you’d like to discuss any additional support during your application or throughout the recruitment process.