Incident Manager in Melbourne

The role is responsible for leading the end-to-end management of incidents across a complex IT environment, ensuring the rapid restoration of critical services and minimisation of business impact. Acting as the central coordination point, the position oversees all high-priority (P1/P2) incidents, directing cross-functional technical teams and vendors to drive timely resolution while maintaining a clear and structured response approach. Operating within a 24/7 environment, the role provides on-call leadership, taking ownership of incident response outside standard business hours and ensuring continuity of Incident Management coverage. It ensures incidents affecting multiple systems or service domains are managed in a coordinated and controlled manner, with strong governance aligned to ITIL service management practices. The position is accountable for delivering clear, timely, and consistent communication to stakeholders at all levels, including senior leadership, and serves as the single point of contact during major incidents. It manages escalation pathways, ensures appropriate visibility based on business impact, and maintains accurate documentation of incident activities, decisions, and outcomes. In addition to real-time incident management, the role drives continuous improvement through leading post-incident reviews, identifying root causes, and ensuring corrective actions are implemented. It contributes to broader problem management efforts, analyses incident trends, and supports the uplift of service resilience, response capability, and operational maturity. The role also supports performance monitoring and reporting, providing insights into incident trends and effectiveness, and contributes to the ongoing refinement of incident management processes to ensure high-quality, efficient, and consistent service delivery.

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