Incident Shift Lead (Incident Management)

About the role

The Digital Modernisation Service Management team is seeking an Incident Shift Lead for the Defence Network Operations Centre in Canberra. Working on a rotating 12‑hour shift roster, you will lead the Enterprise Operations Centre team, ensuring high‑quality monitoring and incident management for critical environments.

Key responsibilities

• Lead and coordinate the EOC team across a 12‑hour rotating shift, maintaining standards and ITIL‑aligned processes.
• Provide after‑hours environmental monitoring, identify and respond to events, and escalate as needed.
• 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 and service requests such as file and mailbox restores within SLA targets.
• Produce shift reports, handover documentation, and incident records to ensure continuity and auditability.
• Coach team members and drive continual service improvement by identifying recurring issues and recommending preventative actions.

Required profile

• Experience in IT operations, NOC/SOC or service desk environments with after‑hours shift work.
• Proven ability to lead teams and manage major incidents to resolution.
• Strong knowledge of incident, problem and change management processes (ITIL‑aligned).
• Excellent communication, decision‑making and stakeholder‑management skills.
• Willingness to work rotating 12‑hour shifts, including nights, weekends and public holidays.
• Australian citizenship and NV‑2 security clearance required.

Required skills

• Monitoring tools experience
• Backup and restore operations (file and mailbox)
• ITIL framework knowledge

What we offer

• Up to 12 extra days of leave per year through the Life Days program
• Family‑friendly certified workplace supporting diverse family needs
• Inclusive culture with advocacy groups for various employee communities