Incident Shift Lead (Incident Management)
Canberra, ACT | Full Time | Defence Workplace
Cleared are partnering with a leading Defence technology organisation to identify an experienced
Incident Shift Lead
to join a high-performing Enterprise Operations Centre supporting critical Defence systems and services.
This position sits within a 24/7 operational environment responsible for monitoring, incident response and service continuity across secure Defence networks. Working on a rotating 12-hour shift roster, you will lead the shift team, coordinate major incidents, oversee operational activities and ensure services remain secure, secure and available.
Key Responsibilities
Lead and coordinate the Enterprise Operations Centre team during your assigned shift.
Manage and drive resolution of Priority 1 and Priority 2 incidents from identification through to restoration of service.
Monitor critical environments and ensure operational issues are responded to and escalated appropriately.
Coordinate technical teams and stakeholders during major incidents.
Ensure operational tasks and service requests are completed within agreed service levels.
Produce detailed shift handover reports, incident documentation and operational records.
Maintain high standards of service delivery and drive adherence to established operational processes.
Mentor and support team members while fostering a culture of continuous improvement.
Identify recurring issues and recommend preventative actions to improve service stability and performance.
About You
To be successful in this role, you will have:
Experience working within an IT Operations, Service Desk,



Network Operations Centre (NOC), Security Operations Centre (SOC) or similar operational support environment.
Demonstrated experience leading teams or coordinating major incidents in a production environment.
Strong understanding of Incident, Problem and Change Management processes.
Experience using monitoring and operational management tools.
Strong stakeholder engagement and communication skills.
Ability to make decisions and remain calm under pressure during critical incidents.
Experience working within structured IT service delivery environments.
Willingness to work a rotating 12-hour shift roster, including nights, weekends and public holidays.
Highly Regarded
ITIL Certification.
Experience supporting Defence, Federal Government or other highly regulated environments.
Previous experience within a Network Operations Centre or Enterprise Operations Centre.
Exposure to service management frameworks and operational governance processes.
Security Requirements
Australian Citizenship is essential.
An active
NV2 Security Clearance is highly desirable
.
Candidates holding an
NV1 Security Clearance
who are eligible for clearance uplift are also encouraged to apply.
Previous experience working within secure Defence environments will be highly regarded.
What's On Offer
Opportunity to support mission-critical Defence capabilities.
Join a large-scale operational environment with significant responsibility and visibility.
Work alongside experienced infrastructure, operations and service management professionals.
Long-term career growth within a secure and technically complex environment.
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📌 Incident Shift Lead (Canberra)
🏢 Client 1
📍 Canberra