Incident & Problem Manager

As Incident & Problem Manager you will be the operational authority for service restoration and stability across AFCAs technology landscape. You will lead the response to major incidents coordinate cross-functional teams during high-impact events and drive root cause analysis to reduce recurring issues and improve service reliability.

Working closely with Service Desk Application Support Engineering teams and key stakeholders youll ensure incidents are managed effectively business impact is minimised and lessons learned are translated into meaningful improvements.

Typically in this role you will:

• Lead and manage Incident Major Incident and Problem Management practices in alignment with ITIL standards.
• Coordinate and drive major incident responses to ensure the rapid restoration of services and minimise business disruption.
• Establish and maintain effective escalation pathways communication protocols and stakeholder engagement processes.
• Facilitate post-incident reviews and ensure actions are tracked through to completion.
• Drive root cause analysis and implement initiatives to reduce recurring incidents and improve service stability.
• Monitor analyse and report on incident performance metrics including MTTR incident trends and recurring issues.
• Partner with Service Desk Application Support and Engineering teams to improve operational performance and support outcomes.
• Champion continuous service improvement and embed best practice service management processes across the organisation.

Qualifications :

You are calm under pressure highly analytical and an excellent communicator who can confidently coordinate people and priorities during critical situations.

Youll bring:

• Demonstrated experience in Incident Management Major Incident Management and Problem Management roles.
• Strong knowledge and practical application of ITIL service management practices.
• Proven experience leading and coordinating major incident responses in complex technology environments.
• Strong analytical troubleshooting and root cause analysis capabilities.
• Experience using ITSM platforms such as Freshservice or similar tools.
• Knowledge of enterprise technology environments and support models.
• Excellent stakeholder engagement communication and facilitation skills.
• Experience producing operational reporting service insights and performance metrics.
• The ability to remain focused decisive and effective in high-pressure situations.

Additional Information :

• Silver AWEI Accreditation 2025  Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace  Supporting work-life balance and inclusivity.
• Hybrid working  Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options  Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at 

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time