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24/7 Incident Coordinators

About us:

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

About the Role:

Be part of this newly created Command Centre to ensure customers experience operational excellence through high quality and consistent service across all of our Data Centre campuses. You will manage incident tickets, monitor efforts and progress towards resolution.  You will enjoy the collaboration involved in this role working with the relevant internal/external technical and non-technical teams in a multi-vendor environment to resolve the incidents. 

Other responsibilities include: 

  • Provide 24/7 incident management and escalation for contact centre, client, contractor and suppliers for Access and Work Approvals 
  • Attend to Service Requests involving Workflow Management Administration 
  • Completion of work orders that have been resolved and ensuring all incident cases/ records are accurately captured and of quality in content.
  • Timely and accurate Service Desk reporting
  • Contractor & staff attendance monitoring and reporting
  • Safety Metrics and Statistical Dashboard Management
  • Keep track of progress against incident SLA’s
  • Engage with stakeholders to ensure early identification and reduce likelihood of repeat incidents 
  • Identification of improvement opportunities, including creation and maintenance of process documentation. 
  • Prepare notifications/alerts and communication to stakeholders

About You:

  • Prior experience with a commercial Data Centre or similar incident management role
  • 2+ years in Service Desk / Helpdesk experience 
  • Experience on working on ITSM software or similar IT Service desk software 
  • Experience in managing your own incident reporting through incident lifecycle 
  • Exposure to ITIL and best practices 
  • Good hands-on experience in incident, service request and change management processes 

Essential:

  • Australian citizenship and ability to obtain an NV1 Security Clearance
  • Comply with CDC Data Centres policies and procedures
  • Ability to work on a rotating 24×7 shift roster

Essential:

Australian citizenship and ability to obtain an NV1 Security Clearance

Application Process

If you are looking for an opportunity to play a vital role in a fast-growing Australian technology company and be part of our amazing team, please email your resume and cover letter to careers@cdcdc.com.au

 

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    Where your contribution makes a difference.

    CDC is growing and continues to employ, invest in and grow the best talent. Please reach out the HR Team at careers@cdcdc.com.au for more information on the benefits of joining CDC Data Centres.