Senior Integrated Operations Centre (IOC) Officer
NSW Department of Customer Service
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Benefits offered by this job
Job summary
NSW Department of Customer Service invites applications for a Senior Integrated Operations Centre (IOC) Officer based in Sydney CBD, with hybrid work options. You will manage the event integration tool ITOM and monitor the infrastructure, delivering reliable information system support for the business.
The role requires 5+ years in complex IT environments, strong IT operations knowledge, experience with SolarWinds Orion and ServiceNow ITOM, ITIL familiarity, and leadership skills.
Qualifications
- 5+ years in complex IT environments supporting mission-critical systems.
- Strong IT operations knowledge: servers, virtualization, backups, storage, networks.
- Experience with event monitoring systems; SolarWinds Orion advantageous.
- Experience using ServiceNow ITOM for event management integrations.
- ITIL knowledge; ServiceNow familiarity.
- Exposure to SIAM and Configuration Management principles.
- Demonstrated team leadership and process improvement mindset.
- Willingness to work rotating on-call roster including weekends/public holidays.
Responsibilities
- Provides technical expertise to apply operational procedures correctly.
- Uses infrastructure tools to monitor load and performance for decisions.
- Plans and maintains monitoring tools to increase system availability.
- Identifies problems and drives resolution per standards.
- Co-ordinates investigation and resolution of diverse IT infrastructure issues.
- Ensures support requests meet customer needs and standards.
- Leads, mentors, coordinates, and develops the team.
- Develops and maintains ServiceNow ITOM integrations and automation.
Skills
Tools
Job description
NSW Department of Customer Service – Haymarket NSW
Senior Integrated Operations Centre (IOC) Officer
Clerk Grade: 9/10; $133,348 - $146,945 plus super
Employment Type: Ongoing, Fulltime
Location: Greater Sydney area (Sydney, Gosford, Wollongong) with monthly mandatory requirement to attend McKell building for team landing day
In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
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
We are looking for a Senior Integrated Operations Centre (IOC) Officer to join our Integrated Operations team. In this role you will be responsible for the management of the event integration tool (ITOM) and monitoring infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or provisioned as cloud services, to deliver and support the information system needs of the business.
The IOC is based in Sydney CBD, with opportunity for work from home flexibility (subject to operational requirements).
- Provides technical expertise to determine and enable the correct application of operational procedures.
- Uses infrastructure management tools to determine load and performance statistics to inform decision making.
- Contributes to the planning and implementation of enhancements and maintenance of monitoring and associated tools to increase event monitoring capabilities throughout the IT infrastructure to increase availability of business systems
- Identifies operational problems and contributes to their resolution, ensuring they are managed in accordance with agreed standards and procedures to meet business objectives.
- Makes a significant contribution and assists to co‑coordinate the investigation, diagnosis and resolution of diverse IT Infrastructure to ensure business systems availability and improve service delivery outcomes.
- Ensures that all requests for support are dealt with according to set standards and procedures to meet customer needs.
- Team management, mentorship, coordination, and development.
- Contributes to process development and continuous process improvement.
- Develops and maintains ServiceNow ITOM integrations (Event rules, Alert management rules, flows, decision tables) to enable event integrations from various tools and automated ticket creation with assignment to relevant support groups.
To be successful in this role you will have:
- 5+ years' experience working in complex IT environments supporting diverse mission critical systems provided by internal and external (outsourced) Service Providers.
- Strong overall knowledge of IT Operations including, Infrastructure (servers, virtualisation, backups and storage), Cloud services, Networks and diverse applications with event management and operations experience.
- Experience and knowledge of event monitoring systems and their application in supporting business services (SolarWinds Orion experience advantageous)
- Experience utilising ServiceNow ITOM for event management integrations.
- Excellent knowledge of ITIL (Foundations certification desirable) and ServiceNow.
- Experience/exposure to SIAM (Service Integration and Management) and Configuration Management principles would be advantageous.
- Experienced in team leadership and coordination, supporting continuing process improvements, whilst promoting a customer‑centric service mindset.
- Ability and willingness to work within a rotating on-call roster to provide 24x7 systems support outside of core hours, including weekends and public holidays.
- The opportunity for meaningful work that matters to all of us in NSW
- We have a hybrid work model (in‑office and from home) with opportunity for flexible or condensed hours, with our offices always open to you balancing flexibility and connection
- Flexible leave so you can recharge and make time for what counts
- Much more than just a job, you can build a career here
- Access to health and well‑being programs including Fitness Passport
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.
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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
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