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About the Role

As an Incident Manager in our Customer Success team, you will lead the end-to-end management of incidents impacting Telstra Health’s IT services, including major incidents, to minimise disruption and improve service delivery. You will lead major incident responses by coordinating cross-functional teams, keeping stakeholders informed, and driving continuous improvement through root cause analysis and preventative measures.

Responsibilities

Lead major incident responses, coordinate technical and business teams, manage incident bridges, and act as the primary escalation point to restore services.
Maintain incident management policies, documentation, logs, reporting, and action registers.
Provide timely, clear communication to stakeholders throughout the incident lifecycle, deliver post-incident reports, and manage expectations.
Support risk, compliance, business continuity, and team capability by partnering across functions.
Analyse incident trends, identify systemic issues, and implement continuous improvement initiatives and preventive measures.

Requirements

Minimum 4 years’ experience in a leadership position in a similar field.
Extensive experience managing incidents in a fast-paced enterprise environment, including critical system outages or service disruptions.
Strong technical understanding of IT infrastructure, cloud environments, databases, and enterprise applications.
Proven ability to lead teams through high-pressure situations while maintaining calm, focus, and accountability.
Experience coordinating technical teams, vendors, and business stakeholders.
Experience establishing new processes and practices that drive organisational change.
Familiarity with incident, problem, and change management practices within ITIL or other service management frameworks.

Skills

Incident Management
Problem Management
Change Management
ITIL
Troubleshooting complex issues
Communication
Stakeholder Management
Team Leadership

Location

Remote

Work Type

Full-time

Experience Level

4+ years leadership experience
Extensive incident management experience

Education Level

ITIL certification is highly desirable

Benefits

Free Telstra mobile & plan (eligible employees only)
25% off Telstra products & services
16 weeks paid gender-equal parental leave + extra leave options
Career breaks, study support & ongoing learning programs
Free 24/7 professional support for you & your family
Employee rewards program: discounts on shopping, gyms, movies, health insurance & more

About the Company

Telstra Health is shaping the future of healthcare with connected solutions that make care safer, faster, and more seamless.
Our technology empowers teams to deliver better care across hospitals, clinics, aged care, and community programs.
We are trusted across programs like 1800RESPECT, the Leaving Violence Program, and the National Cancer Screening Register.
Flexibility isn't a perk - it's how we work!
We offer an impactful role, supported growth, and a platform for ideas.
Join our team of health and tech experts to learn, grow, and make a real-world difference.

Equal Opportunity

We’re committed to inclusion.
Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those living with or caring for someone with a disability are encouraged to apply.
Even if you don't tick every box, we want to hear from you.
We're a Circle Back Initiative Employer—you'll get a response for every application.