7 ICT Support Engineers - Technical Lead

About this role

Services Australia (the agency) is at the frontline of government service delivery, supporting millions of Australians. We are TDP | Secure and simple digital government services that Australian's trust. Technology and Digital Programs (TDP) makes it simple for Australians to interact digitally with government with some of the largest and most complex ICT environments in Australia. Our solutions are scalable, adaptable and position the Group as an industry leader. We operate cutting edge technology solutions critical to Australians citizens across major life events. Working in TDP, the opportunities are great and varied, you can grow your capabilities and develop a well-rounded career in ICT and Digital. Be part of a dynamic, supportive and collaborative work environment. What we do The Infrastructure and Operations Division is part of the Technology and Digital Programs Group. The Infrastructure and Operations Division maintains national critical infrastructure for Services Australia and across government. We deliver a robust, secure, and resilient ICT environment so Australian citizens can access government services 24x7. The Service Operations and Management Branch is the process owner for processes, as defined under the Information Technology Infrastructure Library (ITIL). We enable our stakeholders to achieve their objectives through the delivery of our goals: • Making our services easier for people to use • Providing contemporary and tailored services • Maintain purposeful and respectful relationships About the role Being a professional and productive section, 24x7 Operations Centre is responsible for continuously monitoring the infrastructure that is essential for delivering key digital services to both clients and employees. It plays a pivotal role in supporting the functionality of myGov, Centrelink, Child Support, and Medicare operations, as well as shared service partners such as DVA, NDIA, and DSS. With over 20 years of operation, the 24x7 Operations Centre ensures uninterrupted service around the clock, every day of the week. It diligently monitors crucial services and infrastructure, oversees overnight mainframe processes and batch jobs crucial for Payments, Letters, and Enterprise reporting, and guarantees the successful completion of SITREP (Operational reporting). • Leading the resolution of service impacting incidents. • Engaging and directing subject matter experts to undertake investigation and resolution of critical incidents. • Undertaking timely communication to senior executives, resolution teams and stakeholders. • Maintaining detailed records on incidents including meetings, decisions, actions, escalation, notification, workarounds and root cause. • Providing detailed reports for the ICT executive on daily operations. • Working closely with and assisting Critical Situation Management. • Building the capability of 24x7 Operations staff in Incident and Problem Management, including the proactive identification and prevention of potential incidents. • Providing technical support to the team.