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.
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.
The key duties of the position include:
Incident Leadership & Coordination
- Take ownership of all assigned major incidents (P1/P2), coordinating investigation, resolution and recovery activities
- Lead incident response bridges, directing cross-functional teams (L2-L3 and vendors) to restore services as quickly as possible
- Ensure incidents impacting multiple systems or service domains are managed in a coordinated and centralised manner
- Participate in a 24/7 on-call roster to ensure continuous Major Incident Management coverage
- Act as the designated Major Incident Manager during rostered periods, responding to and leading the management of P1/P2 incidents outside standard business hours (including weekends and public holidays)
Communication & Stakeholder Engagement
- Provide clear, timely and consistent updates to stakeholders, including executives, business owners and service teams
- Act as the single point of contact during major incidents
- Manage escalation pathways and ensure appropriate visibility based on business impact
Incident Governance & Process Management
- Drive adherence to Major Incident Management processes and ITSM practices ITSM frameworks (ITIL Incident and Problem Management)
- Ensure consistent application of incident prioritisation, severity classification and escalation protocols
- Maintain accurate incident records, including timelines, decisions and actions
Resolution Driving & Service Restoration
- Coordinate cross-functional teams (Levels 2-3 and vendors) to diagnose and resolve incidents
- Assign and track resolution tasks across support teams, actively managing risks, dependencies and blockers to accelerate service restoration
Post Incident Review & Continuous Improvement
- Lead post-incident reviews (PIRs) to identify root causes and improvement actions
- Ensure outcomes are documented and tracked to completion
- Contribute to problem management activities to prevent recurrence
- Analyse incident trends and contribute to continuous improvement of service resilience and response capability
Performance & Reporting
- Report on major incident performance, including metrics, trends and improvement initiatives
- Contribute to development and refinement of incident management processes and procedures
Team Collaboration & Leadership
- Provide leadership and direction during high-pressure incident situations
- Mentor service management and operational support teams in incident response best practices
- Facilitate knowledge sharing across support teams
- Promote a culture of accountability, continuous improvement, and operational excellence
- Support operational readiness reviews and service transition activities
Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.
Getting to know the Bureau of Meteorology
The Bureau of Meteorology is one of the few organisations that touches the lives of all Australians and all Australia, every day. The Bureau works across Australia and remote islands, providing services from the Antarctic to beyond the equator, and from the Indian Ocean to the Pacific.We are Australia's national weather, climate and water agency, in the Agriculture, Water and Environment portfolio of the Australian Government, operating under the authority of the Meteorology Act 1955 and the Water Act 2007. We provide data, information, knowledge, insight and wisdom to help Australians prepare and respond to the realities of their natural environment, including droughts, floods, fires, storms, tsunami and tropical cyclones.Our products and services include observations, forecasts, analysis and advice covering Australia's atmosphere, water, oceans and space environments. We undertake focused scientific research in support of our operations and services. Through regular forecasts, warnings, monitoring and advice, we provide one of Australia's most fundamental and widely used public services.We have strong relationships with our customers, partners and stakeholders in Australia, including the Australian Community and the emergency services sectors, all-levels of Government, and focus sectors including aviation, agriculture, energy and resources, national security and water.
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Incident Manager in Melbourne employer: Bureau of Meteorology
The Bureau of Meteorology is an exceptional employer, offering a unique opportunity to contribute to Australia's national weather, climate, and water services. With a strong focus on employee growth, collaboration, and a high-performing team culture, staff are empowered to lead innovative planning and asset management initiatives that directly impact the lives of Australians. Located at the heart of Australia's environmental response, employees enjoy a meaningful work experience while benefiting from comprehensive support for professional development and a commitment to resilience and sustainability.
