Strategic IT Incident, Problem & Change Leader

EBOS Group Limited; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

EBOS Group Limited in Docklands, Melbourne, seeks an experienced IT Incident, Problem & Change Manager to strengthen practices that protect service stability and operational resilience across our enterprise environment.

You will lead major incident responses, drive problem and change management maturity, and collaborate with technology teams, business stakeholders and external partners. This role sits in Core Technology Services with a 24/7 on-call roster.

Qualifications

• Demonstrated experience in major incident management, problem management and/or change management within a corporate or enterprise environment.
• ITIL certification and strong practical knowledge of IT Service Management principles.

Responsibilities

• Lead and coordinate major incident responses, ensuring clear communication and effective stakeholder management.
• Facilitate Post Incident Reviews, root cause investigations, problem records, and continuous improvement initiatives.
• Drive improvements across Incident, Problem, and Change Management processes, governance, reporting, and process maturity.
• Chair and facilitate Incident, Problem, Change Advisory Board (CAB), and service review forums.
• Identify, investigate, and manage recurring incidents and service trends through structured Problem Management practices.
• Maintain the Known Error Database (KEDB), ensuring known errors, workarounds, corrective actions, and preventative measures are documented, tracked, and communicated.
• Lead root cause analysis activities and coordinate cross-functional teams to implement sustainable resolutions and reduce repeat incidents.
• Monitor process performance, SLA adherence, recurring incident trends, and operational outcomes through reporting and analysis.
• Develop and report on key Problem Management metrics, including recurring incidents, aged problems, root cause completion, and reduction of service disruptions.
• Support technology readiness and response activities associated with business emergency management exercises.
• Coach and support Incident Managers, Problem Managers, Change Managers, and on-call participants in ITSM best practices.
• Partner with technology teams, vendors, and business stakeholders to identify systemic risks and drive preventative improvements.
• Identify opportunities to improve service management practices, reduce manual effort, increase operational effectiveness, and enhance service resilience.

Skills

Major incident management

Problem management

Change management

ITIL certification

Job description

EBOS Group Limited in Docklands, Melbourne, seeks an experienced IT Incident, Problem & Change Manager to strengthen practices that protect service stability and operational resilience across our enterprise environment.

You will lead major incident responses, drive problem and change management maturity, and collaborate with technology teams, business stakeholders and external partners. This role sits in Core Technology Services with a 24/7 on-call roster.