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    • Drive root cause analysis activities and identify both short-term workarounds and long-term solutions.
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Job Post Details

IT Incident and Problem Manager - job post

HUB24
3.5 out of 5 stars
Sydney NSW•Hybrid work
Full-time
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Job details

Job type

  • Full-time

Location

Sydney NSW•Hybrid work

Benefits

Pulled from the full job description

  • Parental leave

Full job description

About HUB24


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.


Why you’ll enjoy working here


We create an environment where you can do your best work and see the impact of it.

  • Work with smart, collaborative people who get things done.
  • Your ideas won’t sit in a backlog, they’ll be heard, tested and actioned.
    • Grow your career your way, with support to learn, stretch and explore new opportunities.

We also offer benefits to support you inside and outside of work:

  • 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.


Why this is an exciting opportunity


We are seeking an experienced IT Incident & Problem Manager to join our Group Technology Services (GTS) team. In this critical role, you will lead the management of major incidents, drive root cause analysis, and implement sustainable improvements that enhance the reliability and resilience of our technology services.

You will act as the central coordination point during major incidents, ensuring effective stakeholder communication, rapid service restoration, and ongoing service improvement through strong Incident and Problem Management practices.


What you’ll be doing


Incident Management

  • 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.

Problem Management

  • 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.

Service Improvement & Governance

  • 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.

Reporting & Analytics

  • 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.


What you bring


You don’t need to tick every box, but experience in the below will set you up for success.


Experience & Skills


  • 3+ years' experience in Major Incident and Problem Management roles.
  • Demonstrated experience leading Major Incident bridges and coordinating cross-functional technical teams.
  • Strong understanding of IT Service Management (ITSM) frameworks and processes.
  • Minimum 5 years' experience working within ITIL-aligned service delivery environments.
  • ITIL Foundation Certification (v3 or v4) highly regarded.
  • Excellent stakeholder management, communication, and facilitation skills.
  • Strong analytical, organisational, and problem-solving abilities.
  • Experience developing service management reporting and performance metrics.
  • Financial services or banking industry experience is advantageous.
  • 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.


Our process


We aim to keep the process simple and respectful of your time:

  • You’ll receive an acknowledgement after applying.
  • Our Talent team will review your application and keep you updated.
  • If shortlisted, we’ll connect to learn more about you.
  • Interviews may be virtual or in person.
    • You’ll receive an outcome and feedback.

If you need any adjustments, please let us know - we’re here to support you.


Our commitment

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.

Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.

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