Senior IOC Operations Lead - ITOM & ServiceNow

NSW Department of Customer Service; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Hybrid work model

Fitness Passport

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

IT operations

Cloud services

Event monitoring

ServiceNow ITOM

ITIL foundations

SIAM awareness

Team leadership

On-call rotation

Tools

SolarWinds Orion

ServiceNow ITOM

Job description

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.