Incident Management Team Lead

Compare The Market; Brisbane; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Annual celebrations

Flexible work arrangements

ME leave

Volunteer Day leave

Additional leave purchase

Return To Work bonus

Award & Recognition program

Job summary

Compare the Market is seeking an experienced Incident Manager to own the end-to-end lifecycle of IT incidents, acting as the main escalation point for major disruptions. You will lead bridges, coordinate diverse technical teams, and communicate with senior leaders to restore services quickly.

The role requires 5+ years in IT operations, strong ITIL knowledge, and experience with multi-vendor environments, cloud platforms, and ITSM tools. Flexible hybrid work opportunities are available.

Qualifications

• 5+ years in IT operations and production support, incl. 2+ years as Incident Manager/Lead.
• Proven ability to manage high-impact incidents with clear stakeholder communication.
• Experience in complex, multi-vendor ecosystems, cloud platforms, and enterprise-scale applications.
• Strong knowledge of IT infrastructure: Windows OS, Microsoft 365, Active Directory, networking, cloud (AWS/Azure), and security best practices.
• Hands-on experience with ITSM platforms (ServiceNow, Halo ITSM) and automation for efficiency.
• Familiarity with collaboration tools (Microsoft Teams, Slack) for incident coordination.
• Understanding of enterprise apps and mobile technologies (iOS, Android).
• Deep knowledge of ITIL-aligned Incident Management, major incident handling, and continuous improvement.
• Ability to translate technical issues into clear communications for executives and non-technical audiences.
• Skilled in stakeholder engagement, customer-centric service delivery, and vendor coordination.

Responsibilities

• Own and manage the full lifecycle of IT incidents, ensuring rapid resolution and minimal business disruption.
• Act as the primary escalation point for major incidents, driving resolution and maintaining stakeholder communication.
• Lead incident bridges during high-impact outages, coordinating technical teams to restore services quickly.
• Provide timely, accurate updates to stakeholders and leadership throughout the incident lifecycle.
• Build strong relationships with business units to instill confidence in the process.
• Communicate status, impact, and resolution timelines effectively to senior leadership.
• Conduct and document post-incident reviews.
• Partner with Problem Management to identify root causes and implement permanent fixes.

Skills

Incident management

Stakeholder communication

ITIL processes

Cloud platforms

ITSM platforms

Automation

Multi-vendor ecosystems

Windows/Microsoft 365

Active Directory

Networking

Education

ITIL V4 Foundation

Tools

ServiceNow

Halo ITSM

Microsoft Teams

Slack

Job description

iSelect and Compare the Market are trusted, well‑known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer‑focused experience that makes it easier for Australians to find the right products to suit their needs.

What You’ll Be Doing

• Own and manage the full lifecycle of IT incidents, ensuring rapid resolution and minimal business disruption.
• Act as the primary escalation point for major incidents, driving resolution and maintaining clear stakeholder communication.
• Lead incident bridges during high‑impact outages, coordinating technical teams to restore services quickly.
• Provide timely, accurate updates to stakeholders and leadership throughout the incident lifecycle.
• Build strong relationships with business units to instill confidence in the process.
• Communicate status, impact, and resolution timelines effectively to senior leadership.
• Conduct and document post‑incident reviews.
• Partner with Problem Management to identify root causes and implement permanent fixes.

Process Improvement

• Maintain and enhance incident management processes, workflows, and escalation procedures aligned with ITIL best practices.
• Develop and enforce major incident playbooks for consistent response.
• Identify improvement opportunities and implement corrective actions.

Reporting & Metrics

• Track and report incident trends, resolution times, and SLA compliance.
• Share insights for service improvement and risk reduction.
• Work closely with Service Desk, Infrastructure, Application Support, Architecture, and Change Management teams.
• Ensure alignment with ITIL framework and organizational policies.

What’s In It For You

At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours.We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA and you’ll be joining a supportive, forward‑thinking team where you can do meaningful work (and be recognised for it!)

We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers - Drive, Noble Intent and All Together.

Plus, we offer a range of great perks to help you thrive both in and out of work:

• Vibrant and social community who have annual celebrations, family fun days and regular events
• Enjoy flexible work arrangements, including the option of one day working from home each week or a 9‑day fortnight
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave
• Option to purchase additional leave
• Return To Work bonus for returning parents
• Quarterly Award and Recognition program

What Sets You Apart

• 5+ years in IT operations and production support, including 2+ years as Incident Manager/Lead in hybrid environments.
• Proven ability to manage high‑impact incidents, ensuring service continuity and clear stakeholder communication.
• Experience in complex, multi‑vendor ecosystems, cloud platforms, and enterprise‑scale applications.
• Strong knowledge of IT infrastructure: Windows OS, Microsoft 365, Active Directory, networking, cloud (AWS/Azure), and security best practices.
• Hands‑on experience with ITSM platforms (ServiceNow, Halo ITSM) and automation for efficiency.
• Familiarity with collaboration tools (Microsoft Teams, Slack) for incident coordination.
• Understanding of enterprise apps and mobile technologies (iOS, Android).
• Deep knowledge of ITIL‑aligned Incident Management, major incident handling, and continuous improvement.
• Ability to translate technical issues into clear communications for executives and non‑technical audiences.
• Skilled in stakeholder engagement, customer‑centric service delivery, and vendor coordination.
• Proficient in Microsoft 365 apps for reporting and documentation.
• ITIL V4 Foundation or higher preferred.

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

Compare the Market and iSelect are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto and General Holdings Group without your consent.