Incident & Problem Management Lead

Aboriginal Health Council of Western Australia; Victoria; On-site; AUD 60,000 - 80,000; Full time

Job summary

A health organization in Victoria seeks an Incident and Problem Management Lead responsible for managing major incidents. The ideal candidate should possess strong problem-solving skills, ITIL Service Operations experience, and proficiency in ServiceNow. The role promotes a healthy work/life balance with flexible work patterns and offers attractive employee benefits, including discounts and paid parental leave.

Benefits

Employee discounts on electricity and gas

20 weeks’ paid parental leave

Flexible working arrangements

Performance recognition programs

Qualifications

• Strong experience in an Incident and Problem Management role or similar.
• ITIL Service Operations experience is highly desired.
• Excellent verbal/written communication and customer service skills.

Responsibilities

• Take ownership over the management of major business impacting incidents.
• Ensure service restoration quickly within agreed SLA’s.
• Manage incidents and problems while showcasing continuous improvement efficiencies.

Skills

Incident and Problem Management

ITIL Service Operations

Stakeholder Management

Problem-solving

Communication Skills

Experience with ServiceNow

Job description

About the role

Reporting to the Service Management Leader, the role of Incident and Problem Management Lead will see you take ownership over the end to end management of major business impacting incidents, ensuring that service is restored quickly and within agreed SLA’s. Working in a supportive and high performing team culture, we will leverage your exceptional communication skills when interacting with a wide range of internal and external customers whilst handling Major Incident and Problems including showcasing continuous improvement efficiencies.

We will see you thrive in fast-paced environment juggling a number of activities beyond managing incident and problems, that assist in the overall delivery from the Service Excellence group. Our shift patterns call us outside of normal working hours which you will be used to, however in our team Energise Flexibility plan this is recognised with a number of time in lieu/time off options ensuring our people get their healthy work/life balance.

What we’re looking for:

• Strong experience in an Incident and Problem Management role or similar
• ITIL Service Operations experience is highly desired
• Stakeholder management, collaboration, and Leadership qualities
• Great attitude, team player and thrives working in a fast face environment
• Expert in Problem-solving approach,
• Good reporting skills (written and statistical)
• Excellent verbal/written communication skills/ customer service skills
• Experience working in a large and complex organization with a high degree of ambiguity
• Experience with ServiceNow (essential)

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here’s what you can look forward to:

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks’ paid parental leave – completely gender-equal
• Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self

If you’re ready to ‘light the way’ in your career, click ‘Apply’ to submit your confidential application. For any questions, please reach out to Jock Clydesdale, Talent Acquisition Partner @[e-mail]