Incident & Problem Manager

JobsCloseBy Editorial Insights

AFCA is seeking an Incident & Problem Manager to own service restoration and stability across AFCA's tech landscape in Melbourne, leading major incident responses and driving root cause analysis to reduce recurring issues and improve reliability. You'll collaborate with Service Desk, Application Support and Engineering to minimise business impact, track MTTR and trends, and run post incident reviews that translate into improvements. To apply, emphasise experience in incident, major incident and problem management, ITIL proficiency, and the ability to coordinate cross-functional teams under pressure; demonstrate stakeholder engagement, analytical problem solving and familiarity with ITSM tools such as Freshservice. Highlight alignment with AFCA’s inclusive, flexible culture and note that AFCA does not use AI to screen candidates.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

As Incident & Problem Manager, you will be the operational authority for service restoration and stability across AFCA's 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, you'll 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.

You'll 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, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t 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 [email protected].

We believe fairness starts with people. That’s why we don’t 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 634,000 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.