Incident & Problem Manager

As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

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Your New Role

We're looking for an e xperienced Incident & Problem Manager to take end-to-end ownership of incident and problem management across our technology landscape. Reporting to the Senior Manager, Technology Resilience, you'll play a critical role in ensuring the reliability, resilience and continuous improvement of our IT services.

You'll lead major incidents, drive problem management maturity, and work closely with technology and business leaders to prevent recurring issues and minimise risk. This is a high-impact role where your work directly supports seamless member experiences and protects the trust our members place in us.

Some responsibilities include:

• Lead and manage major incidents end to end, ensuring timely resolution and clear communication;
• Analyse incident data and trends to identify improvement opportunities;
• Lead post-incident reviews and ensure lessons learned are embedded into continuous improvement initiatives;
• Partner with vendor and internal teams to address risks and remediation actions;
• Work closely with Technology groups to implement improvements identified through incidents and problems to mature and automate our services;
• Build dashboards and insights to support proactive decision-making; and
• Identify root causes and systemic issues to prevent repeat incidents.

How do you exceed our expectations?

• The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple;
• A degree in Information Technology, Computer Science or a related field (or equivalent experience);
• Proven experience in IT Service Management, ideally within a complex or regulated environment (financial services experience highly regarded);
• Deep knowledge of ITIL / ITSM frameworks and operational best practice;