The role is responsible for leading the end-to-end management of incidents across a complex IT environment, ensuring the rapid restoration of critical services and minimisation of business impact. Acting as the central coordination point, the position oversees all high-priority (P1/P2) incidents, directing cross-functional technical teams and vendors to drive timely resolution while maintaining a clear and structured response approach.

Operating within a 24/7 environment, the role provides on-call leadership, taking ownership of incident response outside standard business hours and ensuring continuity of Incident Management coverage. It ensures incidents affecting multiple systems or service domains are managed in a coordinated and controlled manner, with strong governance aligned to ITIL service management practices.

The position is accountable for delivering clear, timely, and consistent communication to stakeholders at all levels, including senior leadership, and serves as the single point of contact during major incidents. It manages escalation pathways, ensures appropriate visibility based on business impact, and maintains accurate documentation of incident activities, decisions, and outcomes.

In addition to real-time incident management, the role drives continuous improvement through leading post-incident reviews, identifying root causes, and ensuring corrective actions are implemented. It contributes to broader problem management efforts, analyses incident trends, and supports the uplift of service resilience, response capability, and operational maturity.

The role also supports performance monitoring and reporting, providing insights into incident trends and effectiveness,



and contributes to the ongoing refinement of incident management processes to ensure high-quality, effective, and consistent service delivery.

Incident Leadership & Coordination

- Take ownership of all assigned major incidents (P1/P2), coordinating investigation, resolution and recovery activities
- Lead incident response bridges, directing cross-functional teams (L2–L3 and vendors) to restore services as quickly as possible
- Ensure incidents impacting multiple systems or service domains are managed in a coordinated and centralised manner
- Participate in a 24/7 on-call roster to ensure continuous Major Incident Management coverage
- Act as the designated Major Incident Manager during rostered periods, responding to and leading the management of P1/P2 incidents outside standard business hours (including weekends and public holidays)

Communication & Stakeholder Engagement

- Provide clear, timely and consistent updates to stakeholders, including executives, business owners and service teams
- Act as the single point of contact during major incidents
- Manage escalation pathways and ensure appropriate visibility based on business impact

Incident Governance & Process Management

- Drive adherence to Major Incident Management processes and ITSM practices ITSM frameworks (ITIL Incident and Problem Management)
- Ensure consistent application of incident prioritisation,



severity classification and escalation protocols
- Maintain accurate incident records, including timelines, decisions and actions

Resolution Driving & Service Restoration

- Coordinate cross-functional teams (Levels 2–3 and vendors) to diagnose and resolve incidents
- Assign and track resolution tasks across support teams, actively managing risks, dependencies and blockers to accelerate service restoration

Post Incident Review & Continuous Improvement

- Lead post-incident reviews (PIRs) to identify root causes and improvement actions
- Ensure outcomes are documented and tracked to completion
- Contribute to problem management activities to prevent recurrence
- Analyse incident trends and contribute to continuous improvement of service resilience and response capability

Performance & Reporting

- Report on major incident performance, including metrics, trends and improvement initiatives
- Contribute to development and refinement of incident management processes and procedures

Team Collaboration & Leadership

- Provide leadership and direction during high-pressure incident situations
- Mentor service management and operational support teams in incident response best practices
- Facilitate knowledge sharing across support teams
- Promote a culture of accountability, continuous improvement, and operational excellence
- Support operational readiness reviews and service transition activities

Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.

📌 Incident Manager (Melbourne)
🏢 Bureau Of Meteorology
📍 Melbourne