• 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!