Incident & Change Manager

**Company Description**
Symbio is a software company revolutionizing global communication. Our platform offers a comprehensive communication stack, spanning carrier infrastructure to enterprise collaboration, serving diverse Asia-Pacific regions. Combining telecom and software expertise, we drive the evolution of modern communication.

Symbio operates under the Aussie Broadband Group, a rapidly expanding technology services provider with a market capitalization exceeding $1 billion (AUD), listed on the Australian Stock Exchange (ASX: ABB).

The purpose of this role is to provide Incident, Change and Problem Management. The Incident and Change Manager is responsible for ensuring the efficient and effective management of major incidents (P1 &P2), and problems to minimise service disruption and maintain operational stability. This role ensures adherence to ITIL best practices, driving process improvements, and fostering collaboration across teams to deliver exceptional service to internal and external stakeholders. You will ensure that any learnings and mitigation actions from incidents are followed through to completion and included in the continual improvement cycle.

As the Incident and Change Manager, you will be responsible for developing and implementing the Incident, Problem and Change Management framework. This will be in conjunction with the GM Global Infrastructure, other operational managers and stakeholders across BUs to drive high performance and meet the expectations of our customers.

You will convene the Change Advisory Board meetings and ensure that SLAs for customer change notifications are met and that the changes submitted by the technical teams are completed to a high standard and consider risks and potential impacts.

This role will require you to work with Symbio customers and internal stakeholders such as the Executives, Senior/General Managers, Operations Managers, Operations and Sales teams, Technology Managers, Product Managers as well as other internal stakeholders.

Once onboarded, there is an expectation that this role will join an after-hours support roster.
**Qualifications** What you'll need to succeed**:

- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
- 5+ years of overall IT experience, including 3+ years specifically in Incident or Change Management
- ITIL certification (preferably ITIL 4 Foundation or higher)
- Additional certifications such as**PMP, PRINCE2, or Change Management are highly regarded
- Strong understanding of IT Service Management (ITSM) principles and frameworks
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar
- Solid knowledge of Incident, Problem, and Change Management processes
- Proficient in risk assessment and impact analysis
- Proven experience managing major incidents and complex changes
- Demonstrated ability to implement and improve ITIL-based processes
- Excellent communication and stakeholder engagement skills
- Strong analytical thinking and problem-solving capabilities
- Experience in leading teams and coordinating across functions
- Ability to work effectively under pressure and manage multiple priorities
- Skilled in risk mitigation and issue resolution
- Strong abilities in documentation and reporting

**Additional Information** Life at Symbio**

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as an employee share gift plan, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.