Incident Manager

2 weeks ago

Canberra, ACT, Australia Charterhouse Full time $90,000 - $120,000 per year

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

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