Incident and Problem Manager

* 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!