Incident Process Manager

Kinetic IT; Canberra; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid options

Flexible hours

Mobility & part-time options

Employee discounts platform

Discounted gym membership

Wellbeing resources

Job summary

Kinetic IT is seeking an experienced Incident Process Manager to own and continuously improve the end-to-end Incident Management process within a government service environment. You will work with service teams and stakeholders to embed consistent ways of working and strengthen process controls.

Based on a federal government site, the role requires Australian citizenship and active NV1/NV2 clearance. Hybrid or flexible options may be available where feasible.

Qualifications

• Australian Citizenship with active NV1 or NV2 Government security clearance (AGSVA).
• Strong knowledge of ITIL practices, service management and end-to-end Incident Management process design, governance and improvement.
• Experience managing incident processes, service level performance, escalations, stakeholder communications, reporting and measurable controls across a service management platform.
• Confident stakeholder engagement skills to drive process adoption and improvement across technical, operational and service management teams.

Responsibilities

• Own and continuously improve the end-to-end Incident Management process across the department’s service environment.
• Ensure incidents are logged, categorised, prioritised, assigned and resolved in line with agreed service levels and process requirements.
• Develop and maintain incident policies, procedures, process maps, escalation paths and controls aligned with ITIL, customer requirements and governance obligations.
• Monitor incident trends, performance and compliance to identify risks, recurring issues and practical service improvements.

Skills

ITIL practices

Incident Management

Security clearance NV1/NV2

Stakeholder engagement

Job description

Bring your experience in Incident Process Management to a role focused on process ownership, governance and continuous improvement. Join Kinetic IT’s team supporting a Federal Government customer to strengthen incident management outcomes across a dynamic and complex department-wide service environment.

You’ll provide clear direction for the Incident Management process, working with service teams and stakeholders to embed consistent ways of working, maintain strong process controls and lift process maturity. This is an opportunity to shape a practical, well-governed approach that improves process performance, strengthens reporting and supports reliable service delivery.

This role is based 100% on the customer site and requires active Australian Government security (AGSVA) NV1 or NV2 clearance.

What you’ll be doing:

• Own and continuously improve the end-to-end Incident Management process across the department’s service environment.
• Ensure incidents are accurately logged, categorised, prioritised, assigned and resolved in line with agreed service levels and process requirements.
• Develop and maintain incident policies, procedures, process maps, escalation paths and controls aligned with ITIL, customer requirements and governance obligations.
• Monitor incident trends, performance and compliance to identify risks, recurring issues and practical service improvements.

What we’re looking for:

• Australian Citizenship, with active NV1 or NV2 Government security clearance (AGSVA).
• Strong knowledge of ITIL practices, service management and end-to-end Incident Management process design, governance and improvement.
• Experience managing incident processes, service level performance, escalations, stakeholder communications, reporting and measurable controls across a service management platform.
• Confident stakeholder engagement skills, with the ability to drive process adoption and improvement across technical, operational and service management teams.

ABOUT KINETIC IT

Kinetic IT delivers secure, high-impact technology services across cyber security, cloud, digital infrastructure, intelligent workplace and IT service management. For more than 25 years, we’ve supported critical organisations across government, infrastructure, education, law enforcement, defence, emergency services, utilities and transport.

Be You, Create the Future

Our work matters because it helps keep essential services running, communities connected and customers confident in their technology. With 1,500+ people across Australia, we combine national capability with a local, customer-led approach.

We welcome people of all abilities, backgrounds, cultures and genders, and are proud to be an Indigenous and Veteran-friendly employer.

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks - Access to our employee discounts platform, discounted gym membership and more.