Incident & Problem Lead

• Work closely with senior stakeholders in a small, trusted Incident team
• Focused on incident leadership, triage and communication rather than hands on technical delivery

The opportunity to join our team

We currently have an opportunity to join the team in a high impact role at the heart of technology and business operations. You will join a small, close knit Incident function where the work you do has real visibility and influence. The team plays a critical role during major incidents, supporting leaders in high pressure moments and driving improvement when things do not go to plan.

As the third member of the team, you will have genuine ownership, exposure to senior stakeholders, and the opportunity to shape how incident and problem management operates across the organisation. This role will suit someone who enjoys being the calm voice in complex situations and bringing people together to restore services and learn from incidents.

Reporting to the IT Service Manager, the Incident and Problem Lead is responsible for managing the end to end lifecycle of major incidents and problems to ensure fast service restoration, clear communication, and long term improvement.

Success in this role is driven less by deep technical expertise and more by your ability to triage quickly, ask the right questions, and communicate effectively with stakeholders at all levels.

The function operates a 24/7 on call rotation, with each team member rostered on call one week in every three.

Your key responsibilities will include:

• Leading the response to Major Incidents to ensure rapid triage, effective coordination of technical teams, and timely restoration of services
• Acting as the central point of coordination during high impact incidents, keeping stakeholders and leaders informed through clear, timely and calm communications
• Managing multiple incidents in parallel and making sound decisions under pressure
• Facilitating post incident reviews to determine root cause, identify lessons learned and drive meaningful improvement actions
• Leading problem management activities by analysing recurring incidents and working with technical and business teams to address underlying issues
• Building strong working relationships with technology teams, business units and senior leaders
• Supporting continuous improvement of incident and problem management practices and outcomes

What You Bring to This Role

This role suits someone who is naturally inquisitive, calm under pressure and highly people oriented.

You will bring:

• Strong stakeholder management and communication skills, with the ability to engage confidently at all levels of the organisation
• The ability to quickly understand complex situations and ask smart questions to drive resolution
• Well developed written and verbal communication skills, including experience managing high impact communications
• An analytical mindset with strong problem solving capability
• Ideally some technical understanding or background that allows you to engage effectively with engineering and technology teams
• Experience with ITIL based environments and tools such as ServiceNow is beneficial, but not essential
• A collaborative, composed and pragmatic approach, particularly in high pressure or ambiguous situations
• Experience working in Incident and or Problem Management, Service Management, Operations or a similar environment is preferred but not essential

Find the better way

What gets us excited about working here? Helping people feel good about their money as one of Australia’s leading financial wellbeing organisations. From those starting out to those retiring. As your team, we’ll show up for you and together we will create financial wellbeing for every Australian. Because we know people who are confident about their financial future live better lives.

If this sounds like your kind of career, you sound like our kind of person. With us, you’ll do work that builds your technical know-how and challenges our entire industry to move forward. Along the way, you’ll be free to explore new ideas and technology, solve problems in a team, and independently to get great things done. Around here, we like to call it “putting our fingerprints on the future”.

People-inspired tech

Deep expertise combined with creativity can take on the trickiest of problems. Join our team of brilliant minds and mentors as we explore our way to innovation and apply technology in more human ways than ever.

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To Apply

Read more here about why you should join our team.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.