At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with creative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

At Probe CX, we are an award-winning global leader in customer experience (CX) management, digital transformation, and business process outsourcing. With over 45 years of industry excellence, we combine advanced digital tools, proprietary AI, and intelligent automation with exceptional human capability to deliver transformative outcomes for enterprise and government clients across Australasia and globally. Grounded in a culture of diversity, accountability, and respect, Probe CX is dedicated to safeguarding operational continuity while building the future of digitally enabled customer experience.

Role Overview

We are seeking a high-performing Incident, Problem & Change (IPC) Manager to drive operational stability, high service availability, and business continuity across our enterprise landscape. Positioned at the intersection of IT technical operations and critical business functions, this role ensures scheduled changes and sudden outages are governed through the lens of business risk, operational timing, and key performance metrics.

As our IPC Manager, you will lead high-stakes resolution efforts during Major Incidents while governing the end-to-end IT Change Management lifecycle—safeguarding revenue-generating systems, core business workflows, and customer service delivery from IT disruption.

Key Responsibilities

Business Protection & Operational Alignment

- Business Impact Mapping: Map technical infrastructure and software dependencies directly to core business processes,



key operational schedules (e.g., month-end financial closes, peak trading hours, critical dispatch windows), and organizational KPIs.
- Business-Centric Scheduling: Align deployment and maintenance windows with operational cadences to proactively avoid high-risk business periods and eliminate potential revenue or productivity loss.
- KPI Impact Mitigation: Evaluate emergency incidents and planned changes against non-IT metrics (such as SLA compliance, customer experience scores, and transaction throughput) to prioritize IT actions by true business impact.

IT Change Management Governance

- CAB & ECAB Facilitation: Chair the Change Advisory Board (CAB) and Emergency CAB (ECAB), ensuring key stakeholders from affected business units actively participate in change evaluation.
- Business Risk & Conflict Assessment: Scrutinize change requests for potential system collisions, weak rollback strategies, or hidden operational risks prior to authorizing execution.
- Governance & Policy Adherence: Maintain robust ITSM governance, ensure full compliance with standard operating procedures, and continuously drive improvements in the Change Success Rate.

Major Incident Management & Problem Resolution

- Crisis Bridge Leadership: Lead resolver teams, technical leads, and third-party vendors during P1/Major Incidents to ensure swift, structured service restoration.
- On-Call Escalation Leadership: Participate in an on-call rotation to manage MIM escalations, offering immediate response, calm leadership, and decisive resolution during critical outages.
- Business-Focused Communication: Translate complex technical details into clear, impact-focused updates for executive leadership and operational business leaders during outages.
- Post-Incident Reviews (PIR): Lead thorough post-mortem reviews after major disruptions, quantifying total business downtime and financial impact to drive long-term preventative actions alongside Problem Management.

Key Skills & Qualifications

Business Operations & Risk Acumen

- Deep understanding of how enterprise IT infrastructure powers front-line o

📌 It Incident, Problem And Change Manager (Melbourne)
🏢 The Probe Group
📍 Melbourne