Incident Management Team Lead

About the role

Compare the Market and iSelect, which help Australians compare and buy personal finance and household products such as insurance, energy and loans, is looking for an Incident Management Team Lead. The role owns and manages the full lifecycle of IT incidents, acts as the primary escalation point for major incidents and coordinates technical teams to restore services quickly.

Key responsibilities

• Own and manage the full lifecycle of IT incidents, acting as the main escalation point for major incidents and keeping stakeholders informed
• Lead incident bridges during high-impact outages and give timely updates to stakeholders and leadership
• Build strong relationships with business units and communicate status, impact and resolution timelines to senior leadership
• Conduct and document post-incident reviews and partner with Problem Management on root cause analysis and permanent fixes
• Maintain incident management processes and escalation procedures aligned with ITIL, and develop major incident playbooks
• Track and report incident trends, resolution times and SLA compliance
• Work with Service Desk, Infrastructure, Application Support, Architecture and Change Management teams

Required profile

• 5+ years in IT operations and production support, including 2+ years as Incident Manager/Lead in hybrid environments
• Proven ability to manage high-impact incidents and ensure service continuity
• Experience in complex, multi-vendor ecosystems, cloud platforms and enterprise-scale applications
• Strong knowledge of IT infrastructure and hands-on experience with ITSM platforms and automation
• Ability to explain technical issues clearly to executives and non-technical audiences
• ITIL V4 Foundation or higher preferred; open to candidates with unlimited Australian working rights only

Required skills

• Windows OS, Microsoft 365, Active Directory, networking, cloud (AWS/Azure) and security best practices
• ITSM platforms (ServiceNow, Halo ITSM) and automation
• Microsoft Teams and Slack
• Enterprise apps and mobile technologies (iOS, Android)
• ITIL-aligned incident management and major incident handling

What we offer

• Flexible work arrangements, including one day from home each week or a 9-day fortnight
• Additional leave days ('ME' leave and 'Volunteer Day' leave) and the option to purchase extra leave
• Return to Work bonus for returning parents
• Quarterly Award and Recognition program
• Social community with annual celebrations, family fun days and regular events