Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this IT Incident and Problem Manager role.
Rezi rewrites your resume against HUB24's job description. Free.
Tailor your resume to this IT Incident and Problem Manager role.
Rezi rewrites your resume against HUB24's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the IT Incident and Problem Manager posting at HUB24 — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the IT Incident and Problem Manager posting at HUB24 — free, in seconds.
About the Role
HUB24 is seeking an experienced IT Incident & Problem Manager to join their Group Technology Services (GTS) team. This role is critical for leading major incident management, driving root cause analysis, and implementing improvements to enhance technology service reliability and resilience. The successful candidate will act as a central coordination point during major incidents, ensuring effective communication, rapid service restoration, and continuous service improvement through strong Incident and Problem Management practices.
Responsibilities
- Lead and coordinate Major Incident responses to minimise business impact and restore services quickly.
- Facilitate Major Incident bridges, coordinate technical teams, and maintain detailed incident records.
- Provide clear and timely updates to technical teams, business stakeholders, and senior leadership throughout incident lifecycles.
- Manage incidents end-to-end, ensuring SLA compliance and a positive customer experience.
- Drive root cause analysis activities and identify both short-term workarounds and long-term solutions.
- Facilitate post-incident reviews and ensure problem records are raised and managed through to resolution.
- Track and govern corrective actions to completion, reducing the likelihood of recurring incidents.
- Develop, maintain, and continuously improve Incident and Problem Management processes, documentation, and reporting.
- Analyse service performance metrics and identify opportunities to improve service reliability and operational efficiency.
- Deliver training and awareness sessions across technology and business teams.
- Promote ITIL best practices and drive process adoption across support and service owner communities.
- Produce regular Incident and Problem Management reports and dashboards.
- Provide insights and recommendations to reduce outages, downtime, and operational risk.
- Use data-driven analysis to support continuous improvement initiatives.
Requirements
- 3+ years' experience in Major Incident and Problem Management roles.
- Demonstrated experience leading Major Incident bridges and coordinating cross-functional technical teams.
- Minimum 5 years' experience working within ITIL-aligned service delivery environments.
- Excellent stakeholder management, communication, and facilitation skills.
- Strong analytical, organisational, and problem-solving abilities.
- Experience developing service management reporting and performance metrics.
- Calm and decisive under pressure.
- Proactive, innovative, and solutions-focused.
- Strong attention to detail and commitment to quality outcomes.
- Able to build productive relationships with both technical and business stakeholders.
- Passionate about continuous improvement and service excellence.
Skills
- ITSM frameworks and processes
- ITIL Foundation Certification (v3 or v4) highly regarded
- Financial services or banking industry experience is advantageous
Location
- Australia
Work Type
- Hybrid
Experience Level
- 3+ years
- 5 years
Benefits
- Genuinely flexible and hybrid ways of working
- Employee Share Scheme
- Additional leave and wellbeing support
- Enhanced parental leave and support through different life stages
- Everyday benefits, including discounts and financial wellbeing support
About the Company
- At HUB24, we’re rethinking the way wealth management works, combining platform, technology and data to create better outcomes for financial professionals and their clients.
- Our purpose is simple: Empower better financial futures, together.
- What sets us apart is how we work. We back bold thinking, move with pace, and turn ideas into action. You’ll have the opportunity to make a real impact across your team, the business, and for the clients we support every day.
- HUB24 Limited is an ASX-listed company (ASX: HUB) and part of the ASX100.
- We have over 1,100 employees across Australia, with offices in Sydney, Melbourne, Brisbane, Perth and the Gold Coast.
Equal Opportunity
- We’re committed to building an inclusive environment where everyone feels valued and supported to do their best work. We welcome applications from people of all backgrounds, identities and experiences.