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Incident Manager
2 weeks ago
We are seeking an experienced ITSM professional to join a high-performing service management team.
This role focuses on leading Major Incident Management (MIM) and Problem Management practices within a complex IT environment, ensuring rapid resolution of high-impact issues and driving continuous service improvement.
Role in Canberra and requires an active NV1
Key Responsibilities
- Facilitate and direct major incident resolution sessions across multiple service partners.
- Provide clear, timely communication and escalation to stakeholders and business leaders.
- Document post-incident reports, including executive-level impact statements.
- Perform structured root cause analysis and proactively identify underlying problem statements.
- Drive resolution of recurring incidents and ensure sustainable fixes.
- Build and maintain strong stakeholder relationships across business and technical teams.
- Provide training and guidance to resolver teams on ITIL-aligned practices.
- Participate in a rostered schedule, including out-of-hours support when required.
Skills & Experience
- Strong background in incident and problem management, ideally within large, complex environments.
- Proven track record of applying ITIL-aligned processes to deliver successful outcomes.
- Excellent communication and presentation skills, confident in stakeholder-facing roles.
- Ability to autonomously lead resolution teams during major incidents while managing customer updates.
- Service-focused mindset with commitment to quality standards and continuous improvement.
Ideally ITIL v4 Foundation certification with at least 2 years in a similar role.
Understanding of commercial aspects such as SLA management, risk management, and outsourced service delivery.
Please apply here or send me your cv
