Incident & Problem Manager

Data#3; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Employer of Choice

ASX200

Best Workplace Tech

Job summary

Data#3 is seeking a senior lead for Incident & Problem Management in a premium enterprise environment in Melbourne. You will own end-to-end incident management and drive problem resolution with major incident coordination and executive communication.

The role emphasizes post-incident reviews, governance, and continuous improvement while coordinating with IT groups and customer stakeholders for seamless service transition into BAU.

Qualifications

• Proven incident and problem management experience in enterprise IT environments.
• Experience with ITSM processes and knowledge of service catalogue development.
• Strong root cause analysis skills and executive communication ability.

Responsibilities

• Lead end-to-end Incident & Problem Management, including major incident coordination.
• Own PIRs, RCA reporting and governance improvements.
• Drive continuous improvement and incident response quality.
• Coordinate resolution across internal teams and customer stakeholders.
• Manage service transitions from project delivery to BAU.

Skills

Incident Management

Problem Management

ITSM

Stakeholder Engagement

Root Cause Analysis

ServiceNow

Tools

ServiceNow

Knowledge Management

Job description

• Lead incident & problem management and service transition for a premium enterprise client
• Drive quality, continuous improvement, and service excellence
• 6-month fixed term with possible extension

Join a high performing Managed Services team supporting a premium client environment. This role offers the opportunity to take ownership of Incident & Problem Management end-to-end, and Service Transition while influencing how services evolve, improve and scale.

In this high impact role, you will:

• Lead end-to-end Incident & Problem Management, including major incident coordination, stakeholder engagement and bridge leadership.
• Own high-quality Post Incident Reviews (PIRs), root cause analysis and reporting to strengthen governance and service outcomes.
• Drive continuous improvement by identifying trends, refining processes and enhancing incident response quality.
• Coordinate resolution across internal teams and customer stakeholders, supporting smooth transition into BAU.
• Manage service transitions in line with customer requirements, ensuring successful transition from project delivery to BAU operations.

About you

• Proven Incident & Problem Management experience in enterprise environments, including operational governance and process improvement.
• Experience with ITSM processes, including CMDB, Major Incident Management, and knowledge, training, and service catalogue development. Strong root cause analysis capability, with exposure to techniques such as Five Why's, Kepner-Tregoe or similar.
• Excellent stakeholder engagement and communication skills, with the confidence to write clearly for executive audiences.
• Technical background, good understanding of all facets of IT - Cloud, Windows, Network, Storage, Security, Applications
• Hands-on ITSM tool experience, such as ServiceNow, and a proactive, detail-oriented style that balances authority with collaboration.
• Australian Citizenship (required due to client security and contractual obligations)
• Ability to obtain and maintain a National Police Certificate

Why Data#3?

• Employer of Choice with a supportive, high performing team
• ASX200 organisation with a strong people-first culture (HEART values)
• Recognised as Top 10 Australia's Best Workplaces in Technology

If you're looking for a role where you can own outcomes, influence service excellence, and drive meaningful improvements, we'd love to hear from you.

At Data#3, we value diversity, equity and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected and valued - and we encourage your application.

Data#3 will request, as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.