Senior Incident Manager

• *12-month contract with 1 x 12-month extension option
  * ACT-based opportunity | Baseline security clearance required (NV1 desirable)
  * Lead incident management capability across critical enterprise platforms and services

Position Overview

An exciting opportunity is available for an experienced Senior Incident Manager to establish and lead incident management practices within a complex enterprise technology environment. This role is responsible for driving the end-to-end incident management function, ensuring critical incidents are effectively managed, resolved, and continuously improved. Working across multiple business-critical platforms and services, you will collaborate with internal stakeholders and third-party suppliers to enhance service reliability, minimise operational disruption, and contribute to the broader uplift of IT service management capabilities.

Key Duties

• Lead and coordinate the end-to-end incident management process from detection through to resolution.
• Manage and respond to major incidents requiring urgent escalation and stakeholder engagement.
• Allocate and direct technical resources during incident response activities.
• Maintain accurate incident records, resolution logs, and trend analysis documentation.
• Conduct root cause investigations and implement preventative measures to reduce recurring incidents.
• Develop, establish, and maintain incident management frameworks, plans, and processes.
• Provide timely status updates, reporting, and communications to stakeholders and leadership.
• Oversee incident management across enterprise applications, integration platforms, data environments, analytics platforms, CRM systems, cyber technologies, and IT service management tools.
• Support the development and implementation of broader ITSM practices, including Change Advisory Board (CAB) processes and problem management functions.
• Work closely with internal teams and external service providers to drive service improvements and operational excellence.

Skills and Experience Required

• Demonstrated experience (5-8+ years) establishing and managing Incident Management functions within complex enterprise environments.
• Strong background implementing incident management processes in greenfield or evolving service management environments.
• Proven enterprise-level experience managing incidents across integrated business systems, platforms, and services.
• Extensive knowledge of IT Service Management (ITSM) frameworks and best practices.
• Hands-on experience with ITSM and incident management tools such as ServiceNow, Microsoft Service Manager, or similar platforms.
• Strong stakeholder engagement and communication skills, with the ability to manage critical incidents under pressure.
• Experience conducting root cause analysis and driving continuous service improvement initiatives.
• Agile experience and relevant qualifications highly regarded.
• Previous experience working within Federal or State Government environments is desirable.
• Current Baseline security clearance is required; NV1 clearance is desirable.

Application Process

If you would like to apply, please contact Emma on 0480 804 408 or email emma.gibbons@talentinternational.com

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