IT Incident & Problem Management Lead

New Zealand Government; Auckland; On-site; NZD 90,000 - 120,000; 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 invites applications for a Service Management Practitioner focused on end-to-end incident and problem management to rapidly restore IT services and reduce recurring issues. Reporting to the Technology Operations directorate, you will coordinate incident response, lead major incidents, drive permanent fixes, and ensure ITSM best practices across the environment.

You will monitor trends, provide visibility on systemic issues, and collaborate with cross‑functional

Qualifications

• Proven Experience in Incident and Problem Management within a complex IT environment.
• Strong knowledge of ITIL-aligned ITSM practices including Major Incident, Problem and Change.
• Experience leading Major Incident responses with cross-functional teams and stakeholders.
• Hands-on experience using ITSM tools with governance and reporting.
• Excellent analytical and problem-solving skills with focus on durable improvements.
• Continuous improvement mindset; able to spot trends and reduce recurring issues.
• Experience in regulated or public sector environments is advantageous.

Responsibilities

• Lead end-to-end management of IT incidents and problems to restore services promptly.
• Coordinate incident response activities, including major incidents.
• Drive problem management, identify root causes, and implement permanent fixes.
• Monitor incident/problem trends and provide visibility of systemic issues.
• Ensure ITSM best practices are consistently followed across the environment.

Skills

Incident Management

Problem Management

IT Operations

ITIL / ITSM

Major Incident

Root Cause Analysis

Stakeholder Comm.

Continuous Improvement

Public Sector Experience

Tools

ITSM Tools

Job description

Kāinga Ora - Homes and Communities invites applications for a Service Management Practitioner focused on end-to-end incident and problem management to rapidly restore IT services and reduce recurring issues. Reporting to the Technology Operations directorate, you will coordinate incident response, lead major incidents, drive permanent fixes, and ensure ITSM best practices across the environment.

You will monitor trends, provide visibility on systemic issues, and collaborate with cross‑functional