Incident Manager

**About the Business**:
Join a leading technology organization that operates nationally, providing a unique, business-critical service offering. Unlike typical MSPs or consultancies, this business has a solid foundation for growth while maintaining a strong commitment to treating their staff as individuals, not just numbers. Based within 5km of the CBD, this Not-for-Profit (NFP) organization is seeking an experienced **Incident Manager** to join their team.

**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.

This role involves:

- **Incident Oversight & Leadership**: Take charge of all major incidents, including complex challenges like large-scale fiber cuts or network device failures.
- **Tooling and Process Enhancement**: Improve current systems and processes, ensuring best practices are followed and continuously improved.
- **Stakeholder Engagement**: Collaborate with internal teams and external vendors, ensuring seamless communication throughout incident management.
- **Compliance and Auditing**: Ensure adherence to regulatory frameworks such as **ISO 27001** and **NIST Cybersecurity Framework**.
- **Continuous Improvement**: Proactively refine and enhance incident management processes, contributing to the overall business resilience strategy.
- **Training and Knowledge Transfer**: Lead efforts to ensure all teams are trained in incident response and recovery practices.

**Key Responsibilities**:

- Manage and oversee incident resolution, ensuring mínimal 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.

**Required Experience & Skills**:

- **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.

**Locations**: Brisbane, Sydney, Melbourne, Perth, or Adelaide

**Some interesting points**
- Allowances for mobile & internet.
- Annual bonuses.
- Salary Sacrifice options.
- Recession proof business.
- Above-market superannuation.
- Above-market paternity & maternity.
- Strong focus on career advancement.
- Close to public transport & onsite free car parking.