IT Incident Manager — Hybrid Canberra (NV1)

Emanate Technology; Canberra; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

Emanate Technology in Canberra is seeking an Incident Manager for a 12-month contract in a hybrid role, NV1 clearance mandatory.

You will oversee end-to-end incident management across enterprise IT, coordinating with Service Desk, Applications and Infrastructure, and ensuring timely resolutions for high-priority incidents.

The role requires a strong technical background, ITIL experience, release management, stakeholder engagement, and proactive risk handling in complex environments.

Qualifications

• Strong technical background with exposure to Service Desk and Application Support environments.
• Solid understanding of ITIL processes including incident, problem, and change management.
• Experience in release management within complex or high-availability environments.
• Ability to anticipate and engage with upcoming changes, risks, and incidents before they escalate.
• Exceptional stakeholder management skills, able to communicate confidently during high-pressure situations.

Responsibilities

• Oversee end-to-end management of incidents, ensuring swift triage, clear communication, and effective resolution.
• Collaborate with Service Desk, Applications, and Infrastructure teams to coordinate technical response activities.
• Engage proactively with upcoming releases, changes, and known risks to minimise service disruption.
• Lead incident reviews, root-cause analysis, and continuous improvement initiatives aligned with ITIL best practice.
• Manage release cycles, ensuring changes are assessed, communicated, and deployed with minimal operational impact.
• Maintain relationships with internal stakeholders, providing clear updates and post-incident reporting.

Skills

ITIL

Incident management

Change management

Release management

Stakeholder management

Tools

ServiceNow

Job description

Emanate Technology in Canberra is seeking an Incident Manager for a 12-month contract in a hybrid role, NV1 clearance mandatory.

You will oversee end-to-end incident management across enterprise IT, coordinating with Service Desk, Applications and Infrastructure, and ensuring timely resolutions for high-priority incidents.

The role requires a strong technical background, ITIL experience, release management, stakeholder engagement, and proactive risk handling in complex environments.