IT Incident & Problem Lead — Service Resilience

CGR Services; Christchurch; On-site; NZD 80,000 - 110,000; Full time

Benefits offered by this job

Five weeks annual leave

Benefits package

Flexible working arrangements

Job summary

Kāinga Ora – Homes and Communities seeks a proactive Service Management Practitioner in Christchurch to focus on end-to-end incident and problem management. You will coordinate incident response, lead root cause investigations and drive permanent solutions to improve service reliability and resilience within a regulated public sector environment.

The role operates within the Technology Operations directorate and offers five weeks of annual leave, a suite of benefits, and flexible working

Qualifications

• Proven experience in Incident and Problem Management within a complex technology environment.
• Strong knowledge of ITIL-aligned service management practices including Major Incident, Problem and Change Management.
• Experience leading Major Incident responses and coordinating cross-functional teams.
• Hands-on experience using ITSM tools to manage incidents, problems and changes and maintain records.

Responsibilities

• Lead end-to-end IT incident and problem management, ensuring timely restoration of services.
• Coordinate and facilitate incident response activities, including major incidents.
• Drive problem management to identify root causes and implement permanent solutions.
• Monitor incident and problem trends and provide visibility of systemic issues and improvement opportunities.
• Ensure consistent execution of incident and problem management processes per ITSM best practices.

Skills

Incident Management

Problem Management

IT Operations

ITIL practices

Major Incident handling

ITSM tools

Root cause analysis

Trend monitoring

Tools

ITSM tools

Job description

Kāinga Ora – Homes and Communities seeks a proactive Service Management Practitioner in Christchurch to focus on end-to-end incident and problem management. You will coordinate incident response, lead root cause investigations and drive permanent solutions to improve service reliability and resilience within a regulated public sector environment.

The role operates within the Technology Operations directorate and offers five weeks of annual leave, a suite of benefits, and flexible working