Senior IT Incident & Problem Manager

Queensland Fire Department; City of Brisbane; On-site; AUD 120,000 - 180,000; Full time

Job summary

The Queensland Fire Department is seeking a Senior Problem and Major Incident Officer to lead incident and problem resolution across the ICT service desk and regional support. You will drive change, manage major incidents and ensure robust ITIL-aligned processes are in place to support 24/7 emergency response and public safety capabilities.

You will report to the ICT Service Transition Manager and work with cross-functional teams to prevent recurrence, improve customer experience, and coordinate

Qualifications

• 5+ years’ experience in Major Incident and Problem Management.
• Experience with ITIL 4 Service Management principles.

Responsibilities

• Lead Major Incidents to ensure timely identification, logging, categorisation and resolution.
• Coordinate end-to-end Major Incident management across controlled environments.
• Develop and maintain incident and problem management processes based on ITIL standards.
• Provide advisory input to management on incident impact and remediation strategies.
• Perform post-incident reviews to identify trends and prevent recurrence.

Skills

Major Incident Management

Problem Resolution

Change Management

IT Service Management

Service Desk Leadership

Education

ITIL 4 Practitioner Certification

Tools

ITSM Toolset

Job description

The Queensland Fire Department is seeking a Senior Problem and Major Incident Officer to lead incident and problem resolution across the ICT service desk and regional support. You will drive change, manage major incidents and ensure robust ITIL-aligned processes are in place to support 24/7 emergency response and public safety capabilities.

You will report to the ICT Service Transition Manager and work with cross-functional teams to prevent recurrence, improve customer experience, and coordinate