Incident Manager

Intrinzic; Sydney; On-site; AUD 176,000 - 230,000; Full time

Job summary

Intrinzic in Sydney is seeking a senior Hypercare Incident Manager to lead the go-live stability phase of a major ERP transformation. This hands-on role sits at the heart of production readiness, coordinating incident bridges, triaging P1/P2 issues and driving swift resolutions with CIO-level stakeholders.

You will manage incidents from detection to business validation during a six-week hypercare window, engaging technology, operations, change and PMO teams to ensure a smooth production cutover.

Qualifications

• Senior hands-on incident manager with ERP go-live experience.
• Experience in complex enterprise environments.
• Ability to triage and escalate P1/P2 incidents.

Responsibilities

• Own incidents from identification to resolution during go-live and hypercare.
• Coordinate incident bridges and triage multiple incidents.
• Provide updates to CIO and senior stakeholders.
• Maintain incident data in ServiceNow.
• Drive governance and reporting.

Skills

Incident management

ERP go-live experience

IT operations

ServiceNow

MS Dynamics 365

Stakeholder communication

Governance

Automation / reporting

Tools

ServiceNow

Dynamics 365

Job description

• Daily rate: up to $1100 / Day (incl. super)
• 6-month contract (likely extension)

We’re partnering with a leading Australian organisation undergoing a significant technology transformation and are looking for an experienced Hypercare Incident Manager to join the program ahead of a major upcoming go-live.

This is a hands-on role sitting at the heart of a large-scale ERP transformation, helping manage the transition into production and driving stability throughout an intensive six-week hypercare period.

The role

Working across technology, business, operations, change and program teams, you’ll take ownership of incidents from identification through to resolution, ensuring the right teams are engaged, priorities are clear and senior stakeholders have accurate and timely information.

You’ll operate in a fast-moving environment where multiple high-priority incidents can occur simultaneously, so the ability to quickly understand issues, establish structure and drive outcomes will be critical.

Responsibilities will include:

• Managing major incidents throughout go-live and hypercare
• Running and coordinating technical incident bridges
• Triaging and prioritising multiple concurrent incidents
• Driving incidents through investigation, resolution and business validationManaging escalations across technical and business teams
• Maintaining accurate incident information within ServiceNow
• Tracking incident volumes, trends, RAG status and burn-down
• Contributing to start-of-day and end-of-day reporting
• Providing clear updates to senior technology and business stakeholders
• Improving incident management governance and operational processes
• Working closely with release, change, PMO and operational teams
• Stepping into broader hypercare leadership responsibilities when required

What we're looking for

We’re looking for a senior, hands-on Incident Manager who has operated within complex enterprise environments and understands what successful hypercare looks like following a major technology go-live.

You’ll ideally bring:

• Experience supporting major transformation programs, ERP implementations or complex production go-lives
• Excellent incident triage, prioritisation and escalation skills
• The ability to manage multiple P1/P2 incidents concurrently
• Strong IT operations knowledge
• Experience with Microsoft Dynamics 365
• Experience with ServiceNow
• Confidence working directly with CIO, GM and senior leadership stakeholders
• The ability to translate technical issues into clear business updates
• A highly autonomous and proactive working style
• The ability to introduce structure and governance into evolving environments

Please note: applicants must be Australian citizens or permanent residents. Sponsorship isn't available for this role.