Incident & Problem Management Lead | IT Operations Excellence

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

Benefits offered by this job

Five weeks’ annual leave

Benefits package

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. This role ensures rapid restoration of IT services, reduces recurring issues, and strengthens resilience within the Technology Operations directorate.

You will coordinate incident response, lead root cause investigations, and drive permanent solutions that improve service reliability and business outcomes.

Qualifications

• Proven experience in Incident and Problem Management within a complex technology environment.
• Strong knowledge of ITIL-aligned service management practices.
• Experience leading Major Incident responses and cross-functional coordination.
• Hands-on using ITSM tools with governance and reporting.

Responsibilities

• Lead end-to-end management of IT incidents and problems to restore services quickly.
• Coordinate incident response activities including major incidents.
• Drive problem management to identify root causes and implement permanent fixes.
• Monitor trends and provide visibility of systemic issues for improvement.
• Ensure ITSM processes are executed consistently and aligned with best practices.

Skills

Incident Management

Problem Management

IT Operations

ITSM

Stakeholder Communications

Root Cause Analysis

Continuous Improvement

Regulated/Public Sector Experience

Job description

Kāinga Ora - Homes and Communities is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. This role ensures rapid restoration of IT services, reduces recurring issues, and strengthens resilience within the Technology Operations directorate.

You will coordinate incident response, lead root cause investigations, and drive permanent solutions that improve service reliability and business outcomes.