Incident and Problem Manager
Function
Infrastructure & Cloud
Type
Permanent
Salary
Infrastructure & Cloud
Rest of Australia
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Market leading Australian business
Melbourne or Perth based
High performing team, valuing collaboration
* Market leading Australian business
* Melbourne or Perth based
* High performing team, valuing collaboration
Opportunity for an Incident & Problem Manager to join a market leading, Australian organisation, in a crucial role. You will lead, implement and improve IT Service Management processes, including incident, major incident, and Problem Management processes.
About the role:
* Oversee incident response efforts and ensure timely resolution of high-priority incidents within defined service level agreements.
* Investigate escalated, non-routine, and high-impact incidents in collaboration with service owners to drive effective resolution.
* Facilitate recovery activities following incident resolution to minimize disruption and ensure service continuity.
* Provide timely and accurate updates to impacted team members throughout the incident lifecycle to keep them informed and engaged.
* Conduct thorough post-incident reviews to identify opportunities for process improvement and prevent future incidents.
* Prepare and present detailed post-incident reports to relevant stakeholders, highlighting key findings and recommendations.
* Drive problem management activities to successful completion, ensuring root causes are identified and addressed.
About you:
* Proven ability to lead and coordinate complex incident response efforts, effectively engaging cross-functional teams to drive timely resolution.
* Strong written and verbal communication skills, particularly in high-pressure situations. Experience presenting to senior executives.
* Skilled in identifying and analysing trends to proactively address recurring issues and prevent future incidents.
* Deep understanding of ServiceNow and its application in incident, major incident, and problem management processes.
* Experience owning and implementing incident, major incident, and problem management processes, and providing effective training and education to technology and business teams.
* ITIL certification preferred.
Why this role?
* Great career growth opportunities.
* In-house discounts.
* Wellness and Health discounts.
* Flexibility to support work-life balance.
Apply now!