Incident & Problem Management Lead

New Zealand Government; Wellington; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks' annual leave

Benefits package (insurances)

Flexible working arrangements

Career development

Job summary

Kāinga Ora - Homes and Communities is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. The role ensures rapid restoration of IT services, reduces recurring issues, and strengthens resilience across the technology environment.

Within the Technology Operations directorate, you will coordinate incident response, lead major incident investigations, drive permanent solutions, monitor trends, and report on systemic issues to improve service

Qualifications

• Proven experience in incident and problem management within a complex IT environment.
• Strong knowledge of ITIL-aligned service management practices including major incidents.
• Hands-on experience using ITSM tools and governance reporting.

Responsibilities

• Lead end-to-end management of IT incidents and problems ensuring rapid restoration and minimal disruption.
• Coordinate incident response activities including major incident management.
• Drive problem management to identify root causes and implement permanent fixes.
• Monitor incident and problem trends and report systemic issues to leadership.
• Ensure ITSM processes are consistently executed in line with best practices.

Skills

Incident Management

Problem Management

IT Operations

ITIL

Stakeholder Communications

Analytical Thinking

Job description

Kāinga Ora - Homes and Communities is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. The role ensures rapid restoration of IT services, reduces recurring issues, and strengthens resilience across the technology environment.

Within the Technology Operations directorate, you will coordinate incident response, lead major incident investigations, drive permanent solutions, monitor trends, and report on systemic issues to improve service