IT Systems Resilience Specialist

2 days ago

Australia beBeeTechnical Full time $110,000 - $140,000
IT Technical Operations Manager

This role focuses on managing critical incidents, identifying root causes of recurring issues and implementing sustainable solutions to keep systems reliable and available.

You'll be central to improving service quality, applying ITIL practices and driving process improvements that reduce risk and enhance business outcomes.
Accountability for the incident lifecycle — from logging and triage through to resolution and closure. Lead major incident responses, coordinating multiple teams to restore services with minimal downtime.

  • Track and analyse incident patterns, providing clear reporting and communication to stakeholders.
  • Conduct problem investigations, perform root cause analysis and ensure preventative measures are implemented.
  • Maintain documentation such as workarounds, lessons learned and the Known Error Database.
  • Work closely with change and release functions to ensure permanent fixes are deployed effectively.
  • Drive continual service improvement initiatives, using insights from incidents and problems to strengthen processes.

Key skills and qualifications:

Required Skills:

  • Strong background in incident and problem management within enterprise-scale ICT environments.
  • Practical understanding of ITIL v3 or v4, with proven ability to apply frameworks in operational settings.
  • Experience leading major incident responses and engaging both technical teams and senior stakeholders.
  • Demonstrated expertise in root cause analysis and implementing corrective and preventative actions.
  • Skilled communicator who can produce clear reporting and foster positive stakeholder relationships.
  • Comfortable working in high-pressure, high-availability technology environments.

Desirable Qualifications:

  • ITIL v4 certification (Foundation or Intermediate).
  • Knowledge of ServiceNow and its workflows for incident and problem management.
  • Background working within government or other regulated ICT environments.
  • Exposure to related ITSM functions such as change, release and configuration management.
  • Familiarity with modern delivery approaches such as Agile, DevOps or hybrid models.

As a successful candidate you will possess excellent problem-solving skills, strong analytical abilities and an enthusiastic approach to collaborative teamwork.

The ideal candidate should have good communication and interpersonal skills, along with a proactive and flexible attitude towards adapting to new ideas and concepts.

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