Incident & Change Leader (ITSM) - 24/7 On-Call

EBOS Group Ltd; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee Share Plan

Company Paid Parental Leave

Employee Assistance Program for Mental

Staff Awards

Employee Referral Program

Health Insurance Discounts

Job summary

EBOS Group in Melbourne's Docklands is seeking an experienced ITSM leader to drive major incident, problem and change management. You will coordinate responses, lead post-incident reviews, and drive continual service improvement across the technology estate.

You will govern CAB, manage risk and stakeholder communications, and mentor Incident, Problem and Change Managers to raise process maturity. This full-time role operates in a 24/7 on-call environment within Core Technology Services.

Qualifications

• Experience in major incident management, problem management and change management within a corporate or enterprise environment.
• ITIL certification and practical knowledge of IT Service Management principles.
• Exceptional communication with technical teams, business stakeholders and senior leaders.
• Strong analytical and problem-solving ability focusing on root cause and resolution.
• Ability to influence outcomes, build trust and accountability across stakeholders.
• Proactive ownership mindset with passion for improving technology services.
• Experience with enterprise monitoring, observability or ITSM platforms.
• Exposure to Agile environments, SAFe or Agile certifications highly regarded.

Responsibilities

• Lead and coordinate major incident responses with clear communication and stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records and continual improvement.
• Drive improvements across Incident, Problem, and Change Management processes and governance.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB) and service review forums.
• Identify, investigate and manage recurring incidents and service trends with structured Problem Management.
• Maintain Known Error Database (KEDB) with documented errors, workarounds and actions.
• Lead root cause analysis and coordinate cross-functional teams for sustainable resolutions.
• Monitor process performance, SLA adherence, and report on outcomes and trends.
• Develop and report on key Problem Management metrics and reductions in service disruptions.
• Support technology readiness for business emergency management exercises.
• Coach Incident, Problem and Change Managers and on-call participants in ITSM best practices.
• Partner with technology teams, vendors and stakeholders to identify systemic risks and preventative improvements.
• Identify opportunities to improve service management, reduce manual effort and increase resilience.

Job description

EBOS Group in Melbourne's Docklands is seeking an experienced ITSM leader to drive major incident, problem and change management. You will coordinate responses, lead post-incident reviews, and drive continual service improvement across the technology estate.

You will govern CAB, manage risk and stakeholder communications, and mentor Incident, Problem and Change Managers to raise process maturity. This full-time role operates in a 24/7 on-call environment within Core Technology Services.