Job Title: SIAM – Command Center

Location: Sydney

Detailed :

We are seeking an experienced SIAM - Command Center Analyst/Senior Analyst with 8+ years of experience in IT Operations, Service Management, and Major Incident Management. The ideal candidate will be responsible for managing enterprise-wide operational events, coordinating cross-

functional teams, and ensuring service excellence through effective command center operations.

 Act as the central point of coordination for Major Incident Management, service restoration, and critical issue resolution across multiple technology towers and service providers.

 Lead incident bridge calls, engage relevant technical teams, communicate updates to stakeholders, and ensure timely resolution of production incidents within agreed SLAs.

 Drive RCA reviews, problem management activities, service improvement initiatives,

operational reporting, and trend analysis to enhance overall service stability and customer experience

Must Have Skills:

 Providing Level 3 support within a SIAM (Service Integration and Management) Command Center, ensuring seamless coordination across multiple service providers and support towers

 Monitoring and managing Major Incidents, P1/P2 outages,



service escalations, and business-

critical events in enterprise setting.

 Solid experience with Incident Management, Problem Management, Change Management, and

Service Request Management aligned to ITIL best practices.

 Coordinating with infrastructure, cloud, network, application, database, and security teams to drive end-to-end service restoration and operational excellence.

 Conducting RCA reviews, service reporting, trend analysis, and continuous service improvement initiatives to improve operational performance and reduce recurring incidents.

 Excellent stakeholder management, communication, and bridge call facilitation skills for managing critical incidents and executive-level escalations.

Nice to Have Skills:

 Exposure to business continuity, disaster recovery, and operational resilience practices

 Knowledge of SIAM frameworks and multi-vendor service management models.

 ITIL v4 Foundation or Intermediate certification.

 Understanding of ITIL processes including Incident, Change, Problem Management, and RCA.

 Experience with SLA, KPI, and service performance reporting.

📌 Siam – Command Center Sydney
🏢 Ampstek
📍 Sydney