Senior Incident & Problem Manager — ITIL 4 Specialist

Queensland Fire & Emergency Services; Albion; On-site; AUD 90,000 - 120,000; Full time

Job summary

Queensland Fire & Emergency Services in Albion (QLD) seeks a Senior Problem and Major Incident Officer to own major incident and problem management, aligning with ITIL 4 practices. You will lead incident resolution, drive changes with stakeholders and support 24/7 emergency response operations.

Applicants should have 5+ years in incident/problem management, ITIL 4 Practitioner (desirable), and be prepared for non-continuous shift work and on-call rosters to support critical services.

Qualifications

• 5+ years of experience in Major Incident and Problem Management.
• Experience with ITIL 4 Service Management framework; ITIL 4 Practitioner certification is highly desirable.
• Able to work across shifts including weekends and on-call rosters.

Responsibilities

• Lead Major Incidents to ensure timely identification, logging, categorisation and resolutions.
• Develop, implement and maintain robust Major Incident and Problem Management processes.
• Provide expert advice to management and stakeholders on incidents and problems.
• Coordinate incident response across controlled environments to minimise business impact.
• Drive post-incident reviews and preventative actions with Change and Support teams.

Skills

Major Incident Management

Problem Resolution

ITIL 4 Practitioner

Change Management

Stakeholder Communication

Job description

Queensland Fire & Emergency Services in Albion (QLD) seeks a Senior Problem and Major Incident Officer to own major incident and problem management, aligning with ITIL 4 practices. You will lead incident resolution, drive changes with stakeholders and support 24/7 emergency response operations.

Applicants should have 5+ years in incident/problem management, ITIL 4 Practitioner (desirable), and be prepared for non-continuous shift work and on-call rosters to support critical services.