IT Incident, Problem & Change Manager

EBOS Group Limited; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

EBOS Group Limited in Docklands, Melbourne, seeks an experienced IT Incident, Problem & Change Manager to strengthen practices that protect service stability and operational resilience across our enterprise environment.

You will lead major incident responses, drive problem and change management maturity, and collaborate with technology teams, business stakeholders and external partners. This role sits in Core Technology Services with a 24/7 on-call roster.

Qualifications

• Demonstrated experience in major incident management, problem management and/or change management within a corporate or enterprise environment.
• ITIL certification and strong practical knowledge of IT Service Management principles.

Responsibilities

• Lead and coordinate major incident responses, ensuring clear communication and effective stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records, and continuous improvement initiatives.
• Drive improvements across Incident, Problem, and Change Management processes, governance, reporting, and process maturity.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB), and service review forums.
• Identify, investigate, and manage recurring incidents and service trends through structured Problem Management practices.
• Maintain the Known Error Database (KEDB), ensuring known errors, workarounds, corrective actions, and preventative measures are documented, tracked, and communicated.
• Lead root cause analysis activities and coordinate cross-functional teams to implement sustainable resolutions and reduce repeat incidents.
• Monitor process performance, SLA adherence, recurring incident trends, and operational outcomes through reporting and analysis.
• Develop and report on key Problem Management metrics, including recurring incidents, aged problems, root cause completion, and reduction of service disruptions.
• Support technology readiness and response activities associated with business emergency management exercises.
• Coach and support Incident Managers, Problem Managers, Change Managers, and on-call participants in ITSM best practices.
• Partner with technology teams, vendors, and business stakeholders to identify systemic risks and drive preventative improvements.
• Identify opportunities to improve service management practices, reduce manual effort, increase operational effectiveness, and enhance service resilience.

Skills

Major incident management

Problem management

Change management

ITIL certification

Job description

How do you create calm, clarity and accountability when technology disruption matters most?

At EBOS Group, Our IT and technology teams supports one of Australasia's most diverse healthcare, medical, pharmaceutical and animal care organisations. We are looking for an experienced IT Incident, Problem & Change Manager to help strengthen the practices that protect service stability, manage technology risk and improve operational resilience across our enterprise environment.

This is an opportunity to combine hands-on major incident leadership with ownership of incident, problem and change management practices across a complex technology landscape. You will work across technology teams, business stakeholders and external partners to minimise disruption, improve responsiveness and ensure lessons learned translate into meaningful operational improvement.

The Role

You will play a critical role in how EBOS responds to, manages, and learns from technology disruptions and service issues. From coordinating major incident responses and senior stakeholder communications, through to leading Post Incident Reviews, Problem Management activities, root cause investigations, known error management, and preventative actions, you will be responsible for helping create a more resilient, stable, and effective technology environment.

You will also oversee Change Management governance, facilitate Change Advisory Board (CAB) activities, assess risk and impact, and work with stakeholders across the organisation to ensure technology changes are delivered safely and successfully. In addition, you will drive the maturity of the Problem Management process, ensuring recurring issues are identified, investigated, and resolved through structured analysis and continual service improvement.

Reporting to the Senior Manager, Service Assurance, this role sits within Core Technology Services and works closely with teams across the broader technology function and business operations. The position is based in Docklands, Melbourne and participates in a 24/7 on-call roster.

What You'll Be Doing

• Lead and coordinate major incident responses, ensuring clear communication and effective stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records, and continuous improvement initiatives.
• Drive improvements across Incident, Problem, and Change Management processes, governance, reporting, and process maturity.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB), and service review forums.
• Identify, investigate, and manage recurring incidents and service trends through structured Problem Management practices.
• Maintain the Known Error Database (KEDB), ensuring known errors, workarounds, corrective actions, and preventative measures are documented, tracked, and communicated.
• Lead root cause analysis activities and coordinate cross-functional teams to implement sustainable resolutions and reduce repeat incidents.
• Monitor process performance, SLA adherence, recurring incident trends, and operational outcomes through reporting and analysis.
• Develop and report on key Problem Management metrics, including recurring incidents, aged problems, root cause completion, and reduction of service disruptions.
• Support technology readiness and response activities associated with business emergency management exercises.
• Coach and support Incident Managers, Problem Managers, Change Managers, and on-call participants in ITSM best practices.
• Partner with technology teams, vendors, and business stakeholders to identify systemic risks and drive preventative improvements.
• Identify opportunities to improve service management practices, reduce manual effort, increase operational effectiveness, and enhance service resilience.

What You'll Bring

You are an experienced service management professional who can confidently lead through complex situations while maintaining focus on long-term improvement.

You’ll bring:

• Demonstrated experience in major incident management, problem management and/or change management within a corporate or enterprise environment.
• ITIL certification and strong practical knowledge of IT Service Management principles.

Pre-employment checks may be required and will be discussed with the successful candidate.

We are unable to proceed with your application if your current visa restrictions preclude you from being able to perform the role in line with immigration laws.