Incident and Problem Manager

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY
We think creatively and we're not constrained by traditional thinking or barriers to success. We're led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And Life At HUB24
Learn more about our employee benefits HERE.

Job Summary
As the Incident & Problem Manager, you will be responsible for overseeing all critical incident and problem management activities across the organisation. You will drive service excellence through effective communication, timely resolution, continuous process improvement, and strong stakeholder engagement.

This is a 6 months contract. You'll play a key role in leading major incident response, facilitating post-incident reviews, managing problem resolution, and promoting innovation in our ITSM processes to support the strategic direction of HUB24.

Responsibilities

• Lead end-to-end management of major incidents to ensure fast, effective resolution and SLA compliance.
• Facilitate clear, timely communication during incidents to stakeholders and leadership.
• Maintain detailed records of major incident activities.
• Oversee the creation, tracking, and resolution of problem tickets.
• Conduct and facilitate post-incident reviews and reporting.
• Manage and improve service management processes, documentation, and tools.
• Analyse service metrics and drive data-informed process enhancements.
• Lead knowledge management practices via the ITSM platform.
• Produce insightful reporting and track corrective actions to closure.
• Keep up to date with ITSM trends, tools, and industry best practices.
• Train technical teams on updated processes and best practices.
• Collaborate with internal and external stakeholders to ensure client-focused service outcomes.
• Maintain strong working relationships with vendors, team members, and management

Requirements

• Minimum 3+ years of experience in Major Incident & Problem Management.
• 5+ years in ITIL-aligned IT Service Delivery environments.
• ITIL v3 or v4 Foundation certification.
• Proven ability to lead Major Incident bridges and manage communications effectively.
• Experience with service management platforms and reporting tools.
• Understanding of financial services applications (desirable).
• Process modelling and documentation.
• Proactive and innovative mindset with critical thinking skills.
• Strong understanding of technical outcomes and operational IT support.
• Demonstrated ability to build client relationships and exceed expectations.
• Focused on delivering high-quality outcomes with empathy for business needs.
• Exceptional written and verbal communication.
• Strong analytical and problem-solving abilities.
• High attention to detail with excellent time management.

The Recruitment Process

• Acknowledgement email once your application has been submitted.
• Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
• If you're a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
• Should you require any accommodations to the recruitment process, please email , and one of our team will contact you.
• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
• Communication of outcomes to successful and unsuccessful candidates and feedback provided.
• As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle
Back
Initiative Employer
– we commit to respond to every applicant.

Endorsed by
WORK180,
we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the
BOSS Best Places to work list.
Seek Star Awards Nominated as a finalist for the
Best Employer Brand Initiative
HUB24 is an equal opportunity employer.
We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you