Senior IT Incident & Problem Manager - Major Incidents

Queensland Fire Department; Albion; On-site; AUD 120,000 - 160,000; Full time

Job summary

Queensland Fire Department is seeking a Senior Problem and Major Incident Officer to lead ITIL-aligned incident and problem management across the department. The role drives major incident resolution, manages change processes, and collaborates with service delivery teams to minimise disruption to critical operations.

Reporting to the ICT Service Transition Manager, you will develop robust incident handling procedures, coordinate rapid responses during crises, and provide expert guidance on

Qualifications

• 5+ years in Major Incident, Problem Resolution and Change Management.
• Knowledge of ITIL 4 Service Management framework; ITIL 4 Practitioner certification would be highly desirable.
• Ability to understand current technologies from a support perspective.

Responsibilities

• Mature Incident and Problem Management procedures based on ITIL standards and ensure compliance.
• Lead Major Incidents to ensure timely identification, logging, categorisation and resolutions of incidents.
• Coordinate the management of Major Incidents to rapidly resolve normal service operation and minimise adverse impact.
• Provide advice to management and stakeholders on the impact and treatment of Problems and Incidents.

Skills

Incident management

ITIL 4

Change management

Tools

ITSM tools

Job description

Queensland Fire Department is seeking a Senior Problem and Major Incident Officer to lead ITIL-aligned incident and problem management across the department. The role drives major incident resolution, manages change processes, and collaborates with service delivery teams to minimise disruption to critical operations.

Reporting to the ICT Service Transition Manager, you will develop robust incident handling procedures, coordinate rapid responses during crises, and provide expert guidance on