Incident & Problem Manager

1 week ago

Sydney, New South Wales, Australia Domain Group Full time

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data. Changing the way people engage with property requires a team of diverse thinkers.

The Incident & Problem Manager is a pivotal role within the Domain Group's strategy by ensuring the successful implementation and ongoing delivery and uplift of Incident, Problem and Change Management.

The strategic purpose of an Incident and Problem Manager is to minimize the negative impact of IT incidents and prevent their recurrence, thereby ensuring the stability, reliability, and continuous improvement of IT services to support business operations effectively.

**What you'll be doing**
- Establish and operationalise a consistent Incident and Problem Management processes across Domain Group
- Implement, embed and provide ongoing support of the Incident and Problem Process and Procedures to ensure uplift leading to an adoption of ITIL best practices
- In partnership with the Service Delivery Manager (SDM) will be responsible for overseeing and managing Incident, Problem and Change across the Domain environment
- Ensure the seamless operation, continuous improvement, and strategic alignment of our business technology services with broader organisational goals
- Drive repaid service restoration, effective crisis management, SLA adherence and structure incident response
- Reduce incident recurrence, enhanced IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation and continuous service improvement

**What we are looking for**
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A Master's degree or relevant certifications (ITIL, PMP, ISO27001 Lead Implementer) is highly desirable
- Expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks, with practical experience in implementing and managing ITIL processes 3
- Incident & Problem Management Expertise: 5+ years defining and driving incident and problem management processes, including experience with post-mortem analysis and corrective action implementation
- ITIL 4 Foundation
- Global Best Practice in IT Major Incident Management (MIM)
- Root Cause Analysis (RCA) Certifications

**Why join us?**

We're the kind of place you can make a real impact, with a workplace culture where you can be you. It's a fun, safe space where you'll always feel you belong. Perks of the role include:

- Flexible hybrid working - 5 days a fortnight in the office;
- First-rate parental leave and wellbeing policies;
- Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more;
- Continuous opportunities to leap, learn and grow in a team that values creativity and innovation;

We don't just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities.

**What's next?**

**Equity, Diversity and Inclusion at Domain

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