Incident Management Lead

3 days ago

Sydney, New South Wales, Australia Humanised Group Full time

Company Overview

About the Business:

The Humanised Group is a leading technology organization that operates nationally, providing a unique business-critical service offering. With a solid foundation for growth and a strong commitment to treating staff as individuals, this Not-for-Profit (NFP) organization is seeking an experienced Incident Manager to join their team in Brisbane, Sydney, Melbourne, Perth, or Adelaide.

About the Role:

We are searching for an experienced Incident Manager who is passionate about ITIL and Incident Management. You will take the lead in both managing incidents and driving improvements in incident management processes. This is an opportunity to showcase your expertise by identifying issues, developing fixes, and driving the maturity of our incident management framework. In this role, you will need to be hands-on, managing incidents while also focusing on uplifting the overall process and championing ITIL best practices across the organization.

Key Responsibilities:

  • Manage and oversee incident resolution, ensuring minimal disruption to services.
  • Drive the development and improvement of the on-call component for major incident management.
  • Lead the response to significant incidents affecting the organization's network and IT infrastructure, ensuring quick resolution in a 24/7 operational environment.
  • Create and maintain an ITIL Center of Excellence, guiding teams in best practices.
  • Produce comprehensive incident documentation including timelines, Post Incident Reports, and Root Cause Analysis.
  • Conduct regular audits and ensure compliance with security standards and protocols.

Salary and Benefits:

We offer a salary range of AU$120,000 - AU$180,000 per annum, depending on experience, plus allowances for mobile and internet, annual bonuses, salary sacrifice options, above-market superannuation, above-market paternity and maternity leave, and a strong focus on career advancement.

Requirements:

  • 5+ years of experience as an Incident Manager, ideally within large-scale telecommunications or ISP environments (e.g., Vocus, NBN).
  • Deep understanding and certification in ITIL.
  • Demonstrated experience in incident management processes, from detection to resolution and process improvement.
  • Basic understanding of networking (e.g., dealing with fiber cuts and network device failures).
  • Strong leadership and communication skills, with the ability to work across teams and manage external stakeholders.
  • Experience working within frameworks such as ISO 27001 or the NIST Cybersecurity Framework.
  • Must be an Australian Citizen and eligible to obtain security clearance.

What We Offer:

  • Close proximity to public transport and onsite free car parking.
  • A recession-proof business with a strong focus on career advancement.

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