Enterprise Operations Centre (EOC) Duty Manager

About Accenture 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 742,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

Key skills:

• Systems/technology/methodology – Monitoring systems dashboards, ITSM Service Now tool, ITIL methodology, MS office

• Qualifications in Computer Science, Engineering or similar areas

• 8+ years of IT experience minimum

• Good understanding of ITIL methodology

• Experience in leading or working in a project which had a command centre

• Ability to handle senior client stakeholders & make presentations to them as required

• Escalation Management/Crisis Management skills

• Experience of working with a Government client is a plus

Responsibilities:

• Support in the delivery of CD-15 Deliverable

• ensure onsite availability during Business Hours & overall management of the Enterprise Operations Centre (EOC)Team

• acting as a single point of contact escalation for urgent engagement with Services Australia;

• provide other situation updates and escalations as required by the client and the Enterprise Service Management (ESM Service Provider.

• Build an operating plan that:

  • meets all the requirements detailed in Section 1 – Enterprise Operations Centre and Technical Enablement Requirements;

  • enables Other Service Provider Personnel to work within the EOC; and

  • defines the EOC processes and procedures including integrating with ITSM and SIAM processes managed by the ESM Service Provider.

• Build an integration plan TO COVER:

  •  the implementation and integration of facilities, connectivity and tooling provided by the Service Provider Other IT Infrastructure Service Providers and the client to provide an EOC

  • coordinating with the client to ensure the EOC facilities and related fit outs at the agreed EOC primary Location

  • managing the client and Other IT Infrastructure Service Providers including the Network Manager Service Provider, Data Carriage Contractor and EUX Service Provider to integrate Network and VDA connectivity to support EOC functions;

  • coordinating with the client to ensure that Building access is facilitated for all EOC Personnel during business hours via access passes and after- hours by specific requests subject to the Security requirements

  • managing the EUX Service Provider to ensure that any supplied Equipment such as monitoring screens and associated PCs are maintained and supported to deliver EOC functions;

  • ensuring that appropriate data for monitoring and event management is provided through the Service Performance Monitoring function including required data aggregation.

Due to the secure nature of the role, Australian citizens with a federal government security clearance will be preferred.

Please note this role requires shift work. The proposed specific hours for shifts are like 7 am to 3 pm, 3 pm to 11 pm & 11 pm to 7 am which can move by 1 hour plus or minus at best.