As Incident & Problem Manager, you will be the operational authority for service restoration and stability across AFCA's technology landscape. You will lead the response to major incidents, coordinate cross-functional teams during high-impact events, and drive root cause analysis to reduce recurring issues and improve service reliability.Working closely with Service Desk, Application Support, Engineering teams and key stakeholders, you'll ensure incidents are managed effectively, business impact is minimised, and lessons learned are translated into meaningful improvements.Typically, in this role you will:Lead and manage Incident, Major Incident and Problem Management practices in alignment with ITIL standards.Coordinate and drive major incident responses to ensure the rapid restoration of services and minimise business disruption.Establish and maintain effective escalation pathways, communication protocols and stakeholder engagement processes.Facilitate post-incident reviews and ensure actions are tracked through to completion.Drive root cause analysis and implement initiatives to reduce recurring incidents and improve service stability.Monitor, analyse and report on incident performance metrics, including MTTR, incident trends and recurring issues.Partner with Service Desk, Application Support and Engineering teams to improve operational performance and support outcomes.Champion continuous service improvement and embed best practice service management processes across the organisation.
