Incident & Problem Manager

Aware Super; Sydney; On-site; AUD 140,000 - 200,000; Full time

Benefits offered by this job

Health & fitness reimbursement

Work from home technology reimbursemen

Salary continuance insurance

Organisation-wide meeting-free zones

Job summary

Aware Super is seeking an experienced Incident & Problem Manager to own end-to-end incident and problem management across our technology landscape. Reporting to the Senior Manager, Technology Resilience, you will ensure reliability, resilience, and continuous improvement of our IT services to protect member experiences.

You will lead major incidents, drive problem management maturity, and collaborate with technology and business leaders to prevent recurring issues and minimize risk in a complex

Qualifications

• Degree in Information Technology, Computer Science or related field required.
• Proven experience in IT Service Management, ideally within a complex or regulated environment (financial services highly regarded).
• Deep knowledge of ITIL / ITSM frameworks and operational best practice.
• Strong leadership and stakeholder management capability, with confidence leading through high-pressure situations.
• Analytical mindset with the ability to spot patterns, trends and improvement opportunities.
• Excellent communication skills and a collaborative, outcomes-focused approach.
• Balanced in accepting risk and speaking up to simplify, learn and grow.

Responsibilities

• Lead and manage major incidents end to end, ensuring timely resolution and clear communication.
• Analyse incident data and trends to identify improvement opportunities.
• Lead post-incident reviews and ensure lessons learned are embedded into continuous improvement initiatives.
• Partner with vendor and internal teams to address risks and remediation actions.
• Work with Technology groups to implement improvements and mature and automate services.
• Build dashboards and insights to support proactive decision-making.
• Identify root causes and systemic issues to prevent repeat incidents.

Skills

IT Service Management

ITIL / ITSM

Leadership

Stakeholder management

Analytical mindset

Communication skills

Education

Degree in Information Technology, Computer Science or related field

Job description

As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

Sound good? Learn more about us and what we do at aware.com.au

Your New Role

We’re looking for an e

Your SUPER career starts here

As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

Sound good? Learn more about us and what we do at aware.com.au

Your New Role

We’re looking for an e

We’re looking for an experienced Incident & Problem Manager to take end-to-end ownership of incident and problem management across our technology landscape. Reporting to the Senior Manager, Technology Resilience, you’ll play a critical role in ensuring the reliability, resilience and continuous improvement of our IT services.

You’ll lead major incidents, drive problem management maturity, and work closely with technology and business leaders to prevent recurring issues and minimise risk. This is a high-impact role where your work directly supports seamless member experiences and protects the trust our members place in us.

Some responsibilities include:

• Lead and manage major incidents end to end, ensuring timely resolution and clear communication;
• Analyse incident data and trends to identify improvement opportunities;
• Lead post-incident reviews and ensure lessons learned are embedded into continuous improvement initiatives;
• Partner with vendor and internal teams to address risks and remediation actions;
• Work closely with Technology groups to implement improvements identified through incidents and problems to mature and automate our services;
• Build dashboards and insights to support proactive decision-making; and
• Identify root causes and systemic issues to prevent repeat incidents.

How do you exceed our expectations?

• The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple;
• A degree in Information Technology, Computer Science or a related field (or equivalent experience);
• Proven experience in IT Service Management, ideally within a complex or regulated environment (financial services experience highly regarded);
• Deep knowledge of ITIL / ITSM frameworks and operational best practice;
• Strong leadership and stakeholder management capability, with confidence leading through high-pressure situations;
• Analytical mindset with the ability to spot patterns, trends and improvement opportunities;
• Excellent communication skills and a collaborative, outcomes-focused approach;
• You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow.

Employee Experience

We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life.

Why you’ll love working at Aware Super:

Have a super impact: You’ll think big and care deeply to help more Australians live their best lives in retirement.
Be part of something super unique: You’ll work to reshape super and retirement. We’ll invest in your growth and give you the opportunity to work on career-defining projects.
Work with super humans: You’ll work hard and innovate, but also have some fun along the way.
Feel super cared for: We’ll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones.

The Aware Super difference

At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people.

We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply.

We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.