Incident Manager

• Daily rate: up to $1100 / Day (incl. super)
• 6-month contract (likely extension)
• Macquarie Park location – hybrid working

We’re partnering with a leading Australian organisation undergoing a significant technology transformation and are looking for an experienced Hypercare Incident Manager to join the program ahead of a major upcoming go-live.

This is a hands-on role sitting at the heart of a large-scale ERP transformation, helping manage the transition into production and driving stability throughout an intensive six-week hypercare period.

The role

Working across technology, business, operations, change and program teams, you’ll take ownership of incidents from identification through to resolution, ensuring the right teams are engaged, priorities are clear and senior stakeholders have accurate and timely information.

You'll operate in a fast-moving environment where multiple high-priority incidents can occur simultaneously, so the ability to quickly understand issues, establish structure and drive outcomes will be critical.

Responsibilities will include:

• Managing major incidents throughout go-live and hypercare
• Running and coordinating technical incident bridges
• Triaging and prioritising multiple concurrent incidents
• Driving incidents through investigation, resolution and business validation
• Managing escalations across technical and business teams
• Maintaining accurate incident information within ServiceNow
• Tracking incident volumes, trends, RAG status and burn-down
• Contributing to start-of-day and end-of-day reporting
• Providing clear updates to senior technology and business stakeholders
• Improving incident management governance and operational processes
• Working closely with release, change, PMO and operational teams
• Stepping into broader hypercare leadership responsibilities when required

What we're looking for

We’re looking for a senior, hands-on Incident Manager who has operated within complex enterprise environments and understands what successful hypercare looks like following a major technology go-live.

You'll ideally bring:

• Strong Incident Management / Major Incident Management experience
• Experience supporting major transformation programs, ERP implementations or complex production go-lives
• Excellent incident triage, prioritisation and escalation skills
• The ability to manage multiple P1/P2 incidents concurrently
• Strong IT operations knowledge
• Experience with Microsoft Dynamics 365
• Experience with ServiceNow
• Excellent written and verbal communication
• Confidence working directly with CIO, GM and senior leadership stakeholders
• The ability to translate technical issues into clear business updates
• A highly autonomous and proactive working style
• The ability to introduce structure and governance into evolving environments

To apply or for a confidential conversation, click APPLY or email [email protected]

Please note: applicants must be Australian citizens or permanent residents. Sponsorship isn't available for this role.