Incident Shift Lead – 12‑hour Rotating Roster

About the role

The Digital Modernisation Service Management team at Leidos Australia is seeking an Incident Shift Lead for the Defence Network Operations Centre in Canberra. Working on a rotating 12‑hour shift, you will oversee after‑hours monitoring and incident management to keep critical services stable and available.

Key responsibilities

• Lead a 12‑hour rotating shift team, ensuring monitoring, incident management and operational tasks meet policy standards and ITIL‑aligned processes.
• Provide after‑hours environmental monitoring, proactively identify and escalate events, and maintain service continuity.
• Own end‑to‑end management of high‑priority (P1/P2) incidents, including triage, technical coordination, stakeholder communication and post‑incident reporting.
• Oversee routine operational tasks such as file and mailbox restores, ensuring SLA compliance.
• Produce shift reports, handover documentation and incident records to ensure continuity across shifts.
• Coach team members, drive continual service improvement and recommend preventative actions.

Required profile

• Experience in an IT operations, NOC/SOC or service desk environment with after‑hours shift work.
• Proven ability to lead teams and manage high‑priority incidents to resolution.
• Strong knowledge of incident, problem and change management processes (ITIL‑aligned).
• Excellent communication, decision‑making and stakeholder‑management skills, able to stay calm under pressure.
• Willingness to work a rotating 12‑hour roster including nights, weekends and public holidays.
• Australian citizenship and NV‑2 security clearance (required for Defence environment).

Required skills

• ITIL framework (certification desirable).
• Monitoring tools for environment surveillance.
• Backup and restore operations (file and mailbox).
• Incident management and escalation procedures.

What we offer

• Up to 12 extra leave days per year through the Life Days program.
• Family‑friendly certified workplace supporting diverse family needs.
• Inclusive culture with employee advocacy groups and equal‑opportunity commitment.