ABOUT OUR CLIENT & THE ROLE
We’re working with a well know organisation in the private health insurance space to find an experienced Incident and Problem Management Specialist.
This is a hands-on role where you’ll take the lead in building, shaping, and improving how incidents and problems are managed across the technology environment. From refining processes to identifying service gaps, this role is about moving the function forward.
Working closely with the Technology Services team and key business stakeholders to ensure incidents are handled efficiently, root causes are properly addressed, and long-term system stability continues to improve.
As part of this role, you’ll also be responsible for creating and maintaining the Incident and Problem Management service in the service catalogue, ensuring it’s clearly defined and continuously evolving. You’ll manage major incidents end to end from triage through to resolution and make sure post-incident reviews lead to tangible improvements. On the problem side, you’ll help shift the organisation from reactive issue fixing to more proactive, preventative practices that reduce future risk.
KEY RESPONSIBILITIES
- Lead and manage the full lifecycle of IT incidents, including triage, coordination, communication, resolution, and post-incident review
- Develop and maintain the Incident and Problem Management service within the IT service catalogue, ensuring clarity, consistency, and ongoing improvement
- Drive proactive problem management, including root cause analysis, known error records, and long-term preventative measures
- Collaborate with technology teams and business stakeholders to embed best practices and improve service stability across the organisation
- Continuously improve processes, reporting, and metrics, ensuring the function matures and adds increasing value over time
- 3–5 years’ experience in Incident and Problem Management within an enterprise or regulated environment
- Strong knowledge of ITIL principles, with ITIL Foundation certification (v3 or v4) required; advanced certifications are a bonus
- Demonstrated experience building or improving incident and problem processes, including service catalogue creation and post-incident reviews
- Excellent communication and stakeholder engagement skills, with the ability to influence across technical teams and business units
- Tertiary qualifications in Information Technology, Computer Science or a related field, or equivalent industry experience.
