SIAM Incident & Problem Manager

AC3; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Salary packaging

Hybrid work

Half-day Fridays

Career development opportunities

Rise Up networking group

Job summary

AC3 is seeking a SIAM Incident and Problem Manager to support a State government customer. You will ensure mature Incident and Problem processes, act as the main liaison among service providers and the customer, and own Major Incident management from detection to resolution and governance.

The role offers flexible hybrid work options, career development opportunities, and a supportive culture that values open communication and respect.

Qualifications

• Role requires managing end-to-end Incident and Problem management across a government client.
• Act as the point of contact for service providers and the customer regarding incident and problem matters.
• Lead Major Incident management including ownership, coordination, and governance.

Responsibilities

• Act as the primary contact for service providers and customer on incident and problem management.
• Coordinate with providers to ensure timely and effective resolution of interruptions.
• Own and coordinate Major Incident management activities from detection through restoration and governance.

Job description

At AC3, our purpose is to make technology real - and as leaders in secure multi-cloud solutions, we get to bring that purpose to life for our customers every day. We’re an Australian-owned ICT managed service provider with teams across Australia and New Zealand, supporting enterprise and government customers through secure, scalable technology solutions.

What sets us apart is our culture - people here have real relationships that go beyond work, and maintaining our awesome culture, supportive spirit, and belief that everyone is heard and treated with respect, is a top priority at AC3.

We’re committed to a workplace that fosters open communication, flexible working arrangements, continuous learning, and providing support to get through life’s changing seasons.

We live by the AC3 way - Work Wise, Work Humble, and Work Honest.

Why this role exists

Our SIAM Incident and Problem manager will play a critical role for a State government customer. Ensuring the Incident and Problem management capabilities are mature and effective. This role is about ensuring Incident and Problem activities are defined, implemented and managed holistically across the environment, allowing our customer to work effectively and without prolonged interruption.

Role Context

In this role you will act as the point of contact for service providers and the customer regarding end-to-end Incident management and Problem management matters. You will work closely with Service providers counterparts to ensure optimised resolution to interruptions. This role acts as a facilitator within the environment, ensuring all providers work collaboratively in the best interests of the customer. Additional this role encompasses the Major Incident management role where you are responsible for taking ownership of high impacting Incidents and effectively coordinating response, investigation, restoration and overarching governance activities.

What we offer

• Company benefits including discounted lifestyle services such as health insurance, salary packaging, hybrid work, and half-day Fridays once a month
• A culture built on respect, where you can flag conduct that feels off and rely on a fair, confidential process that prioritises your safety and wellbeing.
• Join supportive colleagues in groups such as Rise Up: a networking group for women in tech to learn in a positive and safe environment and Speak Up Advisors: a group who help maintain a safe space for raising concerns.
• Access to training and career development opportunities, that helps some 30 AC3ers progress year on year.
• Flexible Hybrid work options and real work life integration
• Base Salary + Super +bonus + Allowances + Benefits
• Convenient CBD location with modern offices