Incident Management Team Lead

Responsibilities - Own and manage the full lifecycle of IT incidents to ensure timely resolution and minimal business impact. - Serve as the primary contact for major incidents, driving rapid resolution and clear stakeholder communication. - Lead incident bridges during critical outages, coordinating technical teams for swift service restoration. - Provide accurate, timely updates to stakeholders and leadership throughout the incident lifecycle. - Build strong stakeholder relationships to maintain confidence in the process. - Communicate status, impact, and resolution timelines effectively to senior leadership. - Conduct and document post‑incident reviews. - Collaborate with Problem Management to identify root causes and implement permanent fixes. - Maintain and enhance incident management processes and escalation procedures aligned with ITIL best practices. - Develop and enforce major incident playbooks for consistent response. - Identify improvement opportunities and implement corrective actions. - Document and share post‑incident reviews with stakeholders. - Track and report incident trends, resolution times, and SLA compliance. - Provide insights to improve services and reduce risk. - Work closely with Service Desk, Infrastructure, Architecture, Application Support, Business, and Change Management teams. - Ensure alignment with ITIL framework and organizational policies. Process Improvement - Maintain and enhance incident management processes and escalation procedures aligned with ITIL best practices. - Develop and enforce major incident playbooks for consistent response. - Identify improvement opportunities and implement corrective actions. Reporting & Metrics - Document and share post‑incident reviews with stakeholders. - Track and report incident trends, resolution times, and SLA compliance. - Provide insights to improve services and reduce risk. Collaboration - Work closely with Service Desk, Infrastructure, Architecture, Application Support, Business, and Change Management teams. - Ensure alignment with ITIL framework and organizational policies. What’s In It For You At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours. We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA and you’ll be joining a supportive, forward‑thinking team where you can do meaningful work (and be recognised for it) We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers – Drive, Noble Intent and All Together. Plus, we offer a range of great perks to help you thrive both in and out of work: - Vibrant and social community who have annual celebrations, family fun days and regular events - Enjoy flexible work arrangements, including the option of one day working from home each week or a 9‑day fortnight - Enjoy additional leave days – ‘ME’ leave and ‘Volunteer Day’ leave - Option to purchase additional leave - Return To Work bonus for returning parents - Quarterly Award and Recognition program What Sets You Apart - 5+ years in IT operations and production support, including 2+ years as Incident Manager/Lead across remote and on‑site environments. - Proven ability to manage high‑impact incidents, ensuring service continuity and clear stakeholder communication. - Skilled in complex, multi‑vendor ecosystems, cloud platforms, and enterprise‑scale applications. - Strong knowledge of IT infrastructure: Windows OS, Microsoft 365, Active Directory, networking, cloud (AWS/Azure), and security best practices. - Hands‑on experience with ITSM tools (ServiceNow, Halo ITSM) and automation for efficiency. - Proficient in remote collaboration tools (Teams, Slack) and enterprise/mobile technologies (iOS, Android). - Expertise in ITIL‑aligned Incident Management, major incident handling, escalation, and continuous improvement. - Ability to simplify technical issues for non‑technical and executive audiences. - Strong stakeholder engagement and vendor coordination skills. - Proficient in Microsoft 365 (Outlook, Excel, Word) for reporting and documentation. - Knowledge of modern ITSM platforms and best practices. - ITIL V4 Foundation or higher (preferred). Who We Are iSelect and Compare the Market are trusted, well‑known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer‑focused experience that makes it easier for Australians to find the right products to suit their needs. #J-18808-Ljbffr