A fantastic long-term opportunity is available for an experienced Senior Technical Support Officer to join a major NSW Government program. This role is ideal for a technical specialist who excels in complex ICT environments and is confident managing service operations, high-impact incidents, and multi-vendor service delivery.
About the Role
In this senior position, you will provide expert technical support across key technology platforms while leading critical service operations such as incident, problem, change, and availability management. You will work closely with internal teams and external service providers to ensure services meet required performance standards, minimise risk and continuously improve the customer experience.
Key Responsibilities
- Deliver expert-level technical support across complex ICT platforms.
- Lead and coordinate incident, problem, change, and availability management processes.
- Analyse service reliability, performance, and availability to ensure business and service level targets are met.
- Coordinate activities with third-party service providers and ensure solutions align with operational needs.
- Ensure incidents are resolved efficiently and accurately documented.
- Implement and document changes to minimise operational risk.
- Support disaster recovery procedures, documentation, and testing.
- Mentor and guide team members and contribute to best practice.
- Strong technical expertise across ICT platforms and service operations.
- Experience managing complex incidents and coordinating change processes.
- Excellent communication and stakeholder management skills.
- Strong analytical, problem-solving, and documentation capability.
- Ability to manage competing priorities in a fast-paced environment.
- Experience in change control, service acceptance, and availability management (highly regarded).
