Senior Problem and Major Incident Officer

About us

The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is committed to reframing the department’s relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through activities identified in the QFD Reframing the Relationship Plan, contributing to Closing the Gap outcomes and building our cultural capability.

Purpose of role

A part of delivering the Service Management and Operations vision is to lead and drive the day-to-day delivery of Information Communication and Technology (ICT) service desk and regional support services and programs. The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements.

Reporting to the ICT Service Transition Manager, you will play a critical role in managing Major Incidents and Problems across all controlled environments within the department. You will provide expert advice on Major Incident and Problem resolution processes in line with ITIL4 principles. You will be responsible for developing, implementing, and maintaining robust processes within QFD.

Key requirements

Highly desirable requirements 

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  5+ years’ experience demonstrating practical knowledge in Major Incident, Problem Resolution and Change Management processes.

  
  


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  Experience and qualifications in the ITIL 4 Service Management framework, including certification in ITIL 4 Practitioner would be considered highly desirable.

  
  


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  Sound understanding and familiarity with the ability to understand current technologies from a support perspective.

  
  

Special requirements

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  The incumbent will be appointed as a staff member of QFD.  The role will be required to undertake non-continuous shift work in accordance with the Queensland Public Service Officers and Other Employees Award - State 2015. Roster patterns will include day and afternoon shifts including weekends. The incumbent may also be required to participate in an on-call roster outside of the rostered shift work arrangement.

  
  


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  This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community.

  
  

Your key accountabilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

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  Assist in the maturation of Incident and Problem Management procedures based on Information Technology Infrastructure Library (ITIL) standards and ensure compliance and effective management of the Major Incident and Problem Management processes.

  
  


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  Lead Major Incidents to ensure timely identification, logging, categorisation, prioritisation and resolutions of incidents is achieved.

  
  


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  Proactively prevent the recurrence of Major Incidents through maintaining close working relationships with Change Management and operational support teams by running post incident analysis.

  
  


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  Coordinate the management of Major Incidents to ensure rapid resolution of normal service operation to minimise the adverse impact on business operations across the customer environments.

  
  


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  Ensure Major Incidents are effectively documented, communicated and managed and recommend effective deployment of resources to achieve agreed outcomes.

  
  


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  Provide advice to management and stakeholders regarding the impact and treatment of Problems and Incidents.

  
  


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  Perform proactive Incident and Problem Management activities to recognise trends among incident records and identify and raise problems

  
  

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to what we are looking for in this role:

Leadership Competency Stream – Individual Contributor (leading self)

Vision

• Stimulates ideas and innovation


• Makes insightful decisions

Results

• Builds enduring relationships


• Drives accountability and outcomes

Accountability

• Fosters healthy and inclusive workplaces


• Pursues continuous growth

Once you join us we will want you to exemplify the QFD shared values of:

• Respect


• Integrity


• Trust


• Courage


• Loyalty