Incident & Problem Manager

Incident & Problem Manager

Canberra | Melbourne | Scoresby | Wollongong, Australia

Job Type: Full-Time | Schedule: Day | Security Clearance: AU - TSPV (Positive Vetting)

The Role

We are seeking an experienced Incident & Problem Manager to oversee ICT incidents and problem management in a highly secure, mission-critical geospatial environment.

You will:

• Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to SLAs
• Command major incidents, chair technical bridge calls, coordinate SMEs, and drive resolution
• Maintain accurate incident records, outage documentation, and communications for operational visibility
• Manage the full Problem Management lifecycle: root cause analysis, Known Errors, workarounds, and preventative actions
• Drive trend analysis and produce high-quality reports for technical and executive audiences
• Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows, and ITIL-aligned processes
• Collaborate with technical teams to improve help desk capability, knowledge sharing, and operational resilience

This role is critical to ensuring operational users have reliable, highly available ICT systems that support national security and intelligence operations.

What You Bring

• Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments
• Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request, and Knowledge Management
• Ability to perform under pressure, managing competing priorities while maintaining clear, high-quality communication
• Analytical capability to interpret operational data and provide actionable insights to leadership
• Experience uplifting ITIL process maturity and coaching operational teams
• Confident stakeholder engagement skills across senior leaders, technical SMEs, and vendors
• ITIL v4 certification and ITSM tools (e.g., ServiceNow, JIRA) experience highly regarded
• Defence or secure environment experience is a plus

Don't worry if you don't meet every criterion - we encourage applications from candidates who bring strong skills and a willingness to learn.

Requirements

• Must be an Australian Citizen with an active TSPV Clearance
• Ability to meet DISA/OSA success requirements
• Some applicants may need to meet ITAR requirements, which could affect dual nationals or former nationals of certain countries

At Cleared Recruitment, we provide tailored recruitment solutions to individuals with a background in ICT, Engineering, Cyber and Project Services, who are seeking their next opportunity within Defence Industry, Federal Government, Intelligence and National Security.

We are committed to fostering a diverse and inclusive workplace where all employees and job applicants are treated with respect and dignity. Therefore, we strongly encourage veterans and individuals with Defence experience to apply. The same applies to candidates who are of an indigenous origin.