Incident and Problem Management Lead Role Reporting Information Role Title Incident and Problem Management Lead Position Number Role Reports Directly To Service Management Leader EnergyAustralia Group Executive Manager Chief Information Officer Date 21/07/2015

Role Family – Service Management (Why the family exists and how it adds value to EnergyAustralia) The management of IT resources required to plan for, deliver, control and support IT services, ensuring they are delivered efficiently and effectively meeting the requirements of the business.

Purpose of Team /Business Unit and Key Challenges (how the business team and IT Division add value to Energy Australia) The purpose of the Service Management team is to manage the resolution of all IT related problems and incidents, including service and access requests and the implementation of change into production. The key functions managed by this team include:  Develop and implement service management policies, process and procedures including incident and problem management and production change management. These will be consistent with ITIL principles  Ensure efficient and effective resolution of all incidents and problems across the business in line with agreed service levels  Ensure changes to production have been quality assured and meet production change readiness standards  Develop, manage and deliver Service Level data and reporting Key Challenges include:  Introducing a culture of performance-based management and continuous improvement with the vendors  Introducing key vendor metrics to drive improved performance and costs as aligned with business’ expectations  Reducing the duplication of effort  Minimising duplication of resources including people and systems to deliver value-formoney services  Driving simplicity in a complex technical and multi-sourced environment  Current transparency of practice that is driving poor end user experience

Purpose of Role (single sentence statement of why the role exists and how it adds value to EnergyAustralia) The purpose of the Incident and Problem Management Lead is to ensure effective incident and problem management policies, processes, practices and service levels are in place to minimise the likelihood and impact of incidents affecting EA’s business operations.

Incident and Problem Management Lead IT Competencies (Refer to the IT Competency Model for further detailed description of competencies) IT Competencies (for Role Family)

Follow

Assist

Apply

Enable

Ensure, advise

Initiate, influence

Set strategy, inspire, mobilise

1

2

3

4

5

6

7

Follow

Assist

Apply

Enable

Ensure, Advise

Initiate, Influence

1

2

3

4

5

6

Asset Management Availability Management Contract Management IT Operations Problem Management Service Level Management Technical Specialism

Role Specific IT Competencies

Set Strategy, Inspire, Mobilise 7

Problem Management Service Desk and Incident Management Service level Management Supplier Management Stakeholder Management Continuity Management

Role Accountabilities Incident Management • Define, document, operate and maintain the Incident Management process, including overarching policy, escalation and approval points, service provider

Incident and Problem Management Lead Role Accountabilities • • • • • •

contacts, and prioritisation matrix Ensure any incident is created, actions logged and incident closed to provide an auditable record of each incident within the Service Management System Identify and manage trends over all incidents – including driving down aged incidents, leading resolution of complex and/or intractable incidents Identify, recommend and drive process improvements for incident management Manage any incidents requiring management intervention to achieve restoration and resolution e.g. VIP ticket, escalated ticket, aged ticket Establish and manage incident reporting so that communications on incidents and their resolution are timely, meaningful and useful to stakeholders Ensures the Service Management System is setup to support incident management approved processes and polices.

On a 24 x 7 basis: • Co-ordinate with Service Desk and other key stakeholders involved in incident management operations in the identification and prioritisation of major incidents • Manage and/or oversee major incidents (as required) to ensure that response, restoration of service and resolution of the incident occurs in a timely manner • Lead, manage and/or facilitate service restoration activities, including the coordination of internal support teams and external service providers as necessary • Provide direction and/or approval for changes in incident priority, escalation, reopening and closure • Ensure accurate, timely and appropriate communications are provided to the relevant stakeholders as part of the incident management process. Problem Management • Ensure any problem is created, actions logged and problem closed to provide an auditable record of the problem and its resolution within the Service Management System • Ensures the Service Management System is setup to support approved problem management processes and polices • Manage and/or oversee problems to ensure that these are logged, diagnosed and resolved. Identify and respond to trends in problems • Identify, recommend and drive process improvements for problem management • Chair the regular problem management meetings, ensure the problem management action items and tasks are identified, agreed and completed within service levels and/or agreed deadlines • Drive and co-ordinate specialist teams to uncover the root cause, develop solutions and resolve major and/or difficult incidents and problems • Prepare and issue problem management reports to key stakeholders • Provide approvals for problem closure, re-opening, or escalation. Post Incident Reviews • Lead and/or oversee the post-incident review process for all major incidents as necessary • Facilitate and chair post-incident briefings, prepare incident reports, and issue these reports to the relevant stakeholders • Ensure any post-incident follow up actions are identified, agreed and completed in a timely manner • Ensures the Service Management System is setup to capture a knowledge base of post-incident reviews, work-arounds, best practices and lessons learnt

Incident and Problem Management Lead Role Accountabilities Service Level, Trend & Performance Analysis • Analyse incident and problem management performance data to identify underlying trends on recurring issues or issues that are not being resolved • Hold regular meetings with technical support teams to review recurring problems and press for final resolution on outstanding issues • Review and report on incident and problem management service levels and other performance metrics (as agreed) on a monthly basis Stakeholder Engagement and Communications • Act as a key point of contact and communications for all major incidents • Ensure and assure any incident-related communications being delivered are meaningful and accurate • Actively engage both vendor and customer stakeholders to ensure incident impacts and customer needs are understood and incorporated into the incident and problem management processes • Participate in strategic and operational meetings and forums as required. Vendor Management • Where outsourced, drive supplier behaviour to ensure they meet contractual obligations and requirements for service quality, e.g. meaningful communications • Where suppliers fail to meet service level targets for incident and problem management, work with the supplier to rectify and improve service performance. Crisis (Emergency) Management • Operate as a key liaison and member of the IT Crisis Management team on behalf of the IT Service Management function • Act as a conduit to any stakeholders, who normally participate in incident/problem management, and whose knowledge, expertise and resources are required to address a major crisis. Manage these stakeholders as required during a crisis • Undertake tasks as directed to assist in the resolution and recovery from a crisis event.

Our Values

Our Behaviours

Our Customers are Our Priority

We know our customers; what they need and value We consider the customer in every decision We get the detail right and give our customers what we promised We take the hassle out of customers’ lives We treat customers as we would like to be treated ourselves We aim to make every customer an advocate of EnergyAustralia

Do the Right Thing

We do not compromise on safety We act with integrity and comply with the law We communicate openly and honestly, and listen to our stakeholders

Incident and Problem Management Lead We weigh the impact of our decisions on returns, the environment and communities We treat others with fairness and respect We are accountable and take responsibility for our actions Lead Change

We never stop looking for new ways to improve We innovate, turning opportunity into advantage We go after change with enthusiasm and passion We recognise change is hard, and support our stakeholders through it We are genuine in seeking and giving feedback We drive high-performance by setting the right priorities

Key Activities, deliverables and metrics (single sentence description of key activities of role and related detail on time, expectation, customer, end products and inputs) Key Activities and Deliverables Activity and deliverables Incident and problem 1 management processes meet service level targets and comply with approved policy, with particular emphasis on response, restoration and resolution targets Activity and deliverables The evaluation of incidents 2 ensures appropriate assessment of the business impact and urgency and applies a prioritisation and response which is aligned to the impact/urgency Activity and deliverables The root cause of systemic and 3 major incidents ensures appropriate and permanent corrective action, learning for the future, and assists in the delivery of robust and reliable IT services Activity and deliverables Manage stakeholder 4 expectations. Manage vendors engaged in the resolution of an incidents.

Metrics Specified number of incidents per annum. Approved Incident Management Policy. Incident Management processes operational, to agreed service levels. Post Incident Reviews completed for all major incidents, and provide useful information for service improvement. Approved Problem Management Policy. Problem Management processes operational, to agreed service levels. Communications to stakeholders to agreed reporting schedule. Vendors communications received to agreed schedule.

Process Accountabilities (which business processes is this role accountable for

Incident and Problem Management Lead effectiveness of) Incident Management / Major Incident Management Problem Management Crisis Management

Key Interactions (internal and external) that this role must form productive relationships with Service Management Leader Service Management Team Members Business Unit Liaison Vendor Relationships

Frequency and Purpose of Interaction Daily – Advise / Inform / Take Direction Daily – Advise / Collaborate / Inform As required – Advise / Collaborate / Influence / Inform Weekly for Service Levels – Collaborate / Direct / Influence As required for Incidents/Problems Collaborate / Direct / Influence

Required Capabilities and Qualifications Tertiary qualification within an IT related or business field and/or equivalent experience ITIL V3 certification or equivalent experience in Incident & Problem Management Decision maker with an operational focus Excellent written and verbal communications skills Strong ability to co-ordinate service providers to deliver incident and problem management tasks to agreed timeframes Demonstrated ability to coordinate post-incident review processes Ability to work autonomously and effectively plan, organise and prioritise workload Demonstrated ability to communicate in a calm, clear and concise manner Confidence to proactively address lack of performance by service providers and effectively manage escalation processes Strong analytical and reporting abilities with excellent attention to detail Highly self-motivated Ability to lead technical taskforces to address intractable issues and/or crisis events Desired Experience for Role Minimum of 3 years relevant experience in an incident and/or problem management role. Proven experience implementing ITIL incident and problem management processes and tools. Demonstrated ability to manage major incidents and problems. Strong vendor and stakeholder management experience. Experience working in outsourced infrastructure service environments Role Dimensions Number of Direct and Indirect Reports

Budget Revenue Budget Opex Budget Capex

Manage a minimum of 50 key business and IT stakeholders who participate in incident, problem and crisis management processes. Establishment and management of small taskforces comprising systems experts (typically up to 10 staff) to resolve complex incidents/problems spanning multiple vendors and/or systems. N/A N/A N/A

Incident and Problem Management Lead Other Dimensions

On-call 24 x 365. May undertake work at any time of the day at short notice, utilising mobile technologies to support the role. Final authority on escalation/downgrade/closure of any major incident affecting any IT service(s) across EnergyAustralia. A major incident can affect up to 2000 internal customers across 13 office locations.

Operating expenditure Capital Expenditure Other authorities

Delegations of Authority N/A N/A N/A

NB: This is not a complete list of accountabilities and deliverables; you will be required to perform other tasks in line with your position, as directed by your manager from time to time.

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