Incident Manager

Emanate Technology; Canberra; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

Emanate Technology in Canberra is seeking an Incident Manager for a 12-month contract in a hybrid role, NV1 clearance mandatory.

You will oversee end-to-end incident management across enterprise IT, coordinating with Service Desk, Applications and Infrastructure, and ensuring timely resolutions for high-priority incidents.

The role requires a strong technical background, ITIL experience, release management, stakeholder engagement, and proactive risk handling in complex environments.

Qualifications

• Strong technical background with exposure to Service Desk and Application Support environments.
• Solid understanding of ITIL processes including incident, problem, and change management.
• Experience in release management within complex or high-availability environments.
• Ability to anticipate and engage with upcoming changes, risks, and incidents before they escalate.
• Exceptional stakeholder management skills, able to communicate confidently during high-pressure situations.

Responsibilities

• Oversee end-to-end management of incidents, ensuring swift triage, clear communication, and effective resolution.
• Collaborate with Service Desk, Applications, and Infrastructure teams to coordinate technical response activities.
• Engage proactively with upcoming releases, changes, and known risks to minimise service disruption.
• Lead incident reviews, root-cause analysis, and continuous improvement initiatives aligned with ITIL best practice.
• Manage release cycles, ensuring changes are assessed, communicated, and deployed with minimal operational impact.
• Maintain relationships with internal stakeholders, providing clear updates and post-incident reporting.

Skills

ITIL

Incident management

Change management

Release management

Stakeholder management

Tools

ServiceNow

Job description

Incident Manager
Contract: 12 Months
Location: Canberra, ACT
Working Environment: Hybrid
Clearance: NV1 is mandatory to be considered for this role. The Incident Manager plays a critical role in maintaining stability, continuity, and performance across enterprise IT environments. This position is responsible for coordinating incident response, managing escalations, and ensuring timely resolution of issues that impact business operations. With a strong technical foundation and excellent stakeholder engagement skills, the Incident Manager acts as the central point of control during major incidents and planned changes.

Key Responsibilities

• Oversee the end‑to‑end management of incidents, ensuring swift triage, clear communication, and effective resolution.
• Work closely with Service Desk, Applications, and Infrastructure teams to coordinate technical response activities.
• Engage proactively with upcoming releases, changes, and known risks to minimise service disruption.
• Lead incident reviews, root‑cause analysis, and continuous improvement initiatives aligned with ITIL best practice.
• Manage release cycles, ensuring changes are assessed, communicated, and deployed with minimal operational impact.
• Maintain strong relationships with internal stakeholders, providing clear updates, expectations, and post‑incident reporting.

Skills & Experience

• Strong technical background with exposure across Service Desk and Application Support environments.
• Solid understanding of ITIL processes, including incident, problem, and change management.
• Experience in release management within complex or high‑availability environments.
• Ability to anticipate and engage with upcoming changes, risks, and incidents before they escalated.
• Exceptional stakeholder management skills, with the ability to communicate confidently and calmly during high‑pressure situations.

We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.