Senior Incident & Problem Manager

Sharon AI, Inc; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working

Birthday leave

Employee Assistance Program (EAP)

Exposure to AI technology

Learning & development

Novated leasing

Referral program

Employee of the month

Global footprint

Job summary

Sharon AI is seeking an experienced Incident & Problem Manager to join its NOC Service Management team in Australia. You will own end-to-end incident management, major incident handling, problem management and SLA governance across our AI Factory and Data Centre environments, coordinating cross-functional teams.

You will lead P1/P2 response, conduct RCA and PIR, implement corrective actions, and drive improvements through Lean Six Sigma techniques.

Qualifications

• 5+ years' experience in service assurance, incident/major incident management and service-level governance.
• Proven ability to lead high-priority incidents and coordinate cross-functional teams within SLA-driven environments.
• Strong RCA/PIR experience and ITIL-based governance.

Responsibilities

• Own end-to-end Incident and Major Incident Management, ensuring proper classification, prioritization and restoration.
• Govern governance across technical bridges and engage L2/L3, Engineering, Build and Data Centre teams.
• Lead P1/P2 incident coordination with clear ownership and communication cadence for leadership and customers.
• Coordinate RCA and Post-Incident Reviews ensuring corrective actions are tracked to resolution.
• Perform detailed analysis of incidents and recurring issues using structured problem-solving techniques.
• Own SLA/OLA governance and drive actions to prevent breaches; monitor performance.
• Maintain and improve incident, problem and service-level playbooks and escalation matrices.
• Share lessons learned across Operations teams.

Skills

Incident Mgmt

Major Incident Mgmt

Problem Management

SLA Management

ITIL

Stakeholder Communication

Cross-team Coordination

Root Cause Analysis

Lean Six Sigma

Data Centre/Cloud Ops

Education

Bachelors in IT/Engineering

Job description

Sharon AI is seeking an experienced Incident & Problem Manager to join its NOC Service Management team in Australia. You will own end-to-end incident management, major incident handling, problem management and SLA governance across our AI Factory and Data Centre environments, coordinating cross-functional teams.

You will lead P1/P2 response, conduct RCA and PIR, implement corrective actions, and drive improvements through Lean Six Sigma techniques.