Incident Manager

Job Title: Incident Manager
Location: Canberra (Onsite)
Employment Type: Permanent
Security Clearance Required: NV1 (Negative Vetting Level 1)

About Us
Cleared is proud to be partnering with a mission-focused technology leader to support Centralised Processing (CP), a critical ICT program within the Department of Defence. CP delivers IaaS, PaaS, and SaaS to support Australia's largest private cloud network. We're seeking a proactive and skilled Incident Manager to join this high-impact program and contribute to operational excellence and seamless service delivery.

About the Role
As an Incident Manager, you'll be at the heart of incident response operations, working alongside system engineers and IT professionals to resolve complex challenges. You'll manage day-to-day incidents, command major incidents, ensure SLA compliance, and contribute to Post Incident Reviews. The role involves engagement with technical SMEs and leadership at all levels, ensuring high-quality incident records and continuous process improvement. Our team operates 24x7, and this position includes participation in an on-call roster.

Key Responsibilities

• Lead technical bridge calls and coordinate with internal and external stakeholders to ensure timely incident resolution.
• Manage priority incidents with urgency, maintaining accurate, high-quality incident records and SLA compliance.
• Communicate clearly and consistently with stakeholders throughout the incident lifecycle, demonstrating strong customer service and empathy.
• Support the development and continuous improvement of Standard Operating Procedures (SOPs) in collaboration with the Incident Team Lead and Process Owner.
• Participate in a rotating roster, including staggered start times and 24x7 on-call duties, contributing to post-incident reporting and service availability analysis.

Qualifications & Experience

• Experience in a Service Desk or Incident Management role with a solid technical understanding across multiple domains.
• Familiarity with ServiceNow is advantageous.
• Strong conceptual, analytical, and interpretive skills with exceptional attention to detail.
• Proven ability to manage multiple concurrent tasks, prioritising effectively while identifying dependencies and risks.
• Excellent verbal and written communication skills, comfortable engaging with stakeholders at all levels.
• Strong interpersonal skills with a demonstrated ability to build and maintain effective working relationships across teams and organisations.

Pay & Benefits

We offer competitive compensation packages that reflect the importance of the work we do for our customers, including:

• Competitive salary
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement benefits

Apply Today

Join a high-performing team, partner with a mission-focused tech leader, and make a tangible impact on Australia's largest private cloud network.

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.