Strategic Incident Response Lead

Compare the Market Australia; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Annual celebrations

Flexible work options

ME leave and Volunteer Day leave

Additional leave purchase

Return to work bonus

Quarterly recognition program

Job summary

Compare the Market Australia is seeking an experienced Incident Manager/Lead to own the full lifecycle of IT incidents, coordinating resolution across hybrid environments and multiple vendors. You will drive communication with stakeholders, lead incident bridges, and perform root cause analyses to implement lasting improvements.

The role requires strong ITIL-aligned practices, hands-on incident management, and collaboration with Service Desk, Infra, and Change teams.

Qualifications

• 5+ years in IT operations.
• 2+ years as Incident Manager/Lead in hybrid environments.
• Experience in complex, multi-vendor ecosystems, cloud platforms, and enterprise-scale apps.
• Strong knowledge of IT infrastructure: Windows OS, Microsoft 365, Active Directory, networking, cloud, and security practices.
• Hands-on with ITSM platforms and automation for efficiency.
• Familiarity with collaboration tools for incident coordination.

Responsibilities

• Own and manage the full lifecycle of IT incidents; ensure rapid resolution and minimal disruption.
• Act as primary escalation point for major incidents; drive resolution and stakeholder updates.
• Lead incident bridges during outages; coordinate technical teams to restore services quickly.
• Conduct post-incident reviews and partner with Problem Management for root causes.
• Maintain and improve incident management processes and playbooks; identify corrective actions.
• Track incident trends, resolution times, and SLA compliance; report insights.

Skills

Incident management

Stakeholder communication

Hybrid environment

Vendor coordination

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Halo ITSM

Microsoft 365

Active Directory

AWS/Azure

Networking

Job description

Who We Are

iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.

Who We Are

iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.

What You’ll Be Doing

Incident Management

• Own and manage the full lifecycle of IT incidents, ensuring rapid resolution and minimal business disruption.
• Act as the primary escalation point for major incidents, driving resolution and maintaining clear stakeholder communication.
  
  

Incident Coordination & Communication

• Lead incident bridges during high-impact outages, coordinating technical teams to restore services quickly.
• Provide timely, accurate updates to stakeholders and leadership throughout the incident lifecycle.
• Build strong relationships with business units to instill confidence in the process.
• Communicate status, impact, and resolution timelines effectively to senior leadership.
  
  

Root Cause Analysis

• Conduct and document post-incident reviews.
• Partner with Problem Management to identify root causes and implement permanent fixes.
  
  

Process Improvement

• Maintain and enhance incident management processes, workflows, and escalation procedures aligned with ITIL best practices.
• Develop and enforce major incident playbooks for consistent response.
• Identify improvement opportunities and implement corrective actions.
  
  

Reporting & Metrics

• Track and report incident trends, resolution times, and SLA compliance.
• Share insights for service improvement and risk reduction.
• Collaboration
• Work closely with Service Desk, Infrastructure, Application Support, Architecture, and Change Management teams.
• Ensure alignment with ITIL framework and organizational policies.
  
  

What’s In It For You

At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours. We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA and you’ll be joining a supportive, forward-thinking team where you can do meaningful work (and be recognised for it!)

We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers - Drive, Noble Intent and All Together.

Plus, we offer a range of great perks to help you thrive both in and out of work:

• Vibrant and social community who have annual celebrations, family fun days and regular events
• Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave
• Option to purchase additional leave
• Return To Work bonus for returning parents
• Quarterly Award and Recognition program
  
  

What Sets You Apart

• 5+ years in IT operations and production support, including 2+ years as Incident Manager/Lead in hybrid environments.
• Proven ability to manage high-impact incidents, ensuring service continuity and clear stakeholder communication.
• Experience in complex, multi-vendor ecosystems, cloud platforms, and enterprise-scale applications.
• Strong knowledge of IT infrastructure: Windows OS, Microsoft 365, Active Directory, networking, cloud (AWS/Azure), and security best practices.
• Hands-on experience with ITSM platforms (ServiceNow, Halo ITSM) and automation for efficiency.
• Familiarity with collaboration tools (Microsoft Teams, Slack) for incident coordination.
• Understanding of enterprise apps and mobile technologies (iOS, Android).
• Deep knowledge of ITIL-aligned Incident Management, major incident handling, and continuous improvement.
• Ability to translate technical issues into clear communications for executives and non-technical audiences.
• Skilled in stakeholder engagement, customer-centric service delivery, and vendor coordination.
• Proficient in Microsoft 365 apps for reporting and documentation.
• ITIL V4 Foundation or higher preferred.
  
  

Interested? Let’s chat!

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

Compare the Market and iSelect are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto and General Holdings Group without your consent.