Incident and Problem Manager

Emmbr

City of Melbourne

On-site

AUD 110,700 - 147,600

Part time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

A leading IT organization in Melbourne seeks an Incident & Problem Manager for a 3-month contract role. You will oversee incident responses, investigate high-impact issues, and drive problem resolution activities while collaborating with cross-functional teams. Ideal candidates possess strong leadership skills, familiarity with ServiceNow, and an ITIL certification. Competitive daily rates offered.

Qualifications

Proven ability to lead complex incident response efforts.
Strong written and verbal communication skills.
Experience with incident, major incident, and problem management processes.

Responsibilities

Oversee incident response efforts ensuring resolution within SLAs.
Investigate escalated incidents with the Transformation Team.
Facilitate recovery activities post-resolution.

Skills

Leadership in incident response

Strong communication skills

Trend identification and analysis

ServiceNow expertise

ITIL certification

Job description

Overview

Infrastructure, Cloud & DevOps - Connecting Australian companies and leaders with the very best talent in the market

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 on 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!

Details