Incident Shift Lead (Incident Management)
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What you'll do
- Lead and coordinate the EOC team across a 12-hour rotating shift roster, ensuring all monitoring, incident management and operational tasks are delivered to a high standard in line with policies and procedures, including setting the culture, standards and ITIL-aligned ways of working.
- Provide after-hours environmental monitoring, proactively identifying, responding to and escalating events to maintain stability, availability and continuity of services.
- Own end-to-end management of high-priority (P1/P2) incidents, including triage, technical coordination, stakeholder communication, escalation, decision-making as the senior on shift, and post-incident reporting.
- Oversee and ensure timely, accurate completion of routine operational tasks and service requests (e.g. file restores, mailbox restores) within agreed SLAs.
- Produce and maintain high-quality shift reports, handover documentation and incident records, ensuring continuity across shifts and clear audit trails.
- Coach and support team members while driving continual service improvement by identifying recurring issues, reinforcing process adherence and recommending preventative actions.
What they're looking for
- Demonstrated experience in an IT operations, network/security operations centre (NOC/SOC) or service desk environment, including after-hours / shift-based work.
- Proven experience leading or coordinating teams and/or managing major / high-priority incidents through to resolution.
- Strong working knowledge of incident, problem and change management processes (ITIL-aligned).
- Experience with monitoring tools and operational tasks such as backups and restores (file and mailbox restores).
- Excellent communication, decision-making and stakeholder-management skills, with the ability to remain calm and lead under pressure.
- Willingness and availability to work a rotating 12-hour shift roster, including nights, weekends and public holidays.
- Australian Citizen and hold an NV-2 security clearance.
Nice to have
- ITIL certification.
- Prior experience working in a Defence or other secure / regulated environment.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Accrue up to an extra 12 days of leave per year through our Life Days program.
Work with world leading technology business at the forefront of innovation.
We’re a ‘Family Friendly’ certified workplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.
Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers
Do Work That Matters
Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.
Your New Role and Responsibilities
The Digital Modernisation (DDM) Service Management team at Leidos Australia has an opening for an Enterprise Operations Centre Shift Leader to work at our Defence Network Operations Centre (DNOC) in Canberra, ACT. Operating on a rotating 12-hour shift roster, the Enterprise Operations Centre (EOC) delivers around-the-clock, after-hours monitoring and incident management that keeps critical environments stable and available. As Shift Leader you will lead the team on shift, own the quality and timeliness of all work completed during your rotation, and set the standard and culture for your shift.
Key Responsibilities
Lead and coordinate the EOC team across a 12-hour rotating shift roster, ensuring all monitoring, incident management and operational tasks are delivered to a high standard in line with policies and procedures, including setting the culture, standards and ITIL-aligned ways of working.
Provide after-hours environmental monitoring, proactively identifying, responding to and escalating events to maintain stability, availability and continuity of services.
Own end-to-end management of high-priority (P1/P2) incidents, including triage, technical coordination, stakeholder communication, escalation, decision-making as the senior on shift, and post-incident reporting.
Oversee and ensure timely, accurate completion of routine operational tasks and service requests (e.g. file restores, mailbox restores) within agreed SLAs.
Produce and maintain high-quality shift reports, handover documentation and incident records, ensuring continuity across shifts and clear audit trails.
Coach and support team members while driving continual service improvement by identifying recurring issues, reinforcing process adherence and recommending preventative actions.
About You and What You'll Bring
Demonstrated experience in an IT operations, network/security operations centre (NOC/SOC) or service desk environment, including after-hours / shift-based work.
Proven experience leading or coordinating teams and/or managing major / high-priority incidents through to resolution.
Strong working knowledge of incident, problem and change management processes (ITIL-aligned).
Experience with monitoring tools and operational tasks such as backups and restores (file and mailbox restores).
Excellent communication, decision-making and stakeholder-management skills, with the ability to remain calm and lead under pressure.
Willingness and availability to work a rotating 12-hour shift roster, including nights, weekends and public holidays.
Desirable
ITIL certification.
Prior experience working in a Defence or other secure / regulated environment.
This role does require the successful applicant to be an Australian Citizen and hold an NV-2 security clearance.
Diverse Team Members, Shared Values and a Common Purpose
Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase – Chief Executive, Leidos Australia.
Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.
Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.
Next Steps
To apply for this role, follow the links or apply via our Careers page.
Recruitment process - virtual / face to face interview & background checks.
Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.
We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team careers.au@au.leidos.com if you’d like to discuss any additional support during your application or throughout the recruitment process.
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
Original Posting:
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Company
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