Incident and Problem Manager

2 days ago

Docklands, Victoria, Australia Emmbr Full time $80,000 - $120,000 per year
  • 3-month daily rate contract
  • Market leading Australian business
  • High performing team, valuing collaboration

Opportunity for an Incident & Problem Manager to join a market leading, Australian organisation, ion a 3-month contract. You will work with the wider team through a critical phase of a digital transformation, in which there are expected to be a higher number of incidents than usual.

About the role:

  • Oversee incident response efforts and ensure timely resolution of high-priority incidents within defined service level agreements.
  • Investigate escalated, non-routine, and high-impact incidents in collaboration with the Transformation Team to drive effective resolution.
  • Facilitate recovery activities following incident resolution to minimize disruption and ensure service continuity.
  • Provide timely and accurate updates to impacted team members throughout the incident lifecycle to keep them informed and engaged.
  • Conduct thorough post-incident reviews to identify opportunities for process improvement and prevent future incidents.
  • Prepare and present detailed post-incident reports to relevant stakeholders, highlighting key findings and recommendations.
  • Drive problem management activities to successful completion, ensuring root causes are identified and addressed.

About you:

  • Proven ability to lead and coordinate complex incident response efforts, effectively engaging cross-functional teams to drive timely resolution.
  • Strong written and verbal communication skills, particularly in high-pressure situations. Experience presenting to senior executives.
  • Skilled in identifying and analysing trends to proactively address recurring issues and prevent future incidents.
  • Deep understanding of ServiceNow and its application in incident, major incident, and problem management processes.
  • Experience owning and implementing incident, major incident, and problem management processes, and providing effective training and education to technology and business teams.
  • ITIL certification preferred.

Apply now

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