This is a Incident & Problem Management Lead role with EnergyAustralia based in Melbourne, VIC, AU EnergyAustralia Role Seniority - senior More about the Incident & Problem Management Lead role at EnergyAustralia About the role Reporting to the Service Management Leader, the role of Incident and Problem Management Lead will see you take ownership over the end to end management of major business impacting incidents, ensuring that service is restored quickly and within agreed SLA’s. Working in a supportive and high performing team culture, we will leverage your exceptional communication skills when interacting with a wide range of internal and external customers whilst handling Major Incident and Problems including showcasing continuous improvement efficiencies. We will see you thrive in fast-paced environment juggling a number of activities beyond managing incident and problems, that assist in the overall delivery from the Service Excellence group. Our shift patterns call us outside of normal working hours which you will be used to, however in our team Energise Flexibility plan this is recognised with a number of time in lieu/time off options ensuring our people get their healthy work/life balance. What we’re looking for: Strong experience in an Incident and Problem Management role or similar ITIL Service Operations experience is highly desired Stakeholder management, collaboration, and Leadership qualities Great attitude, team player and thrives working in a fast face environment Expert in Problem-solving approach, Good reporting skills (written and statistical) Excellent verbal/written communication skills/ customer service skills Experience working in a large and complex organisation with a high degree of ambiguity Experience with ServiceNow (essential) Why Us? EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ community. Here’s what you can look forward to: Employee discounts on electricity and gas, plus savings on major brands and products 20 weeks’ paid parental leave - completely gender-equal Energise Program - flexible working that’s team-centric, enabling teams to agree and succeed together Performance recognition and incentive programmes - tailored to different roles and teams to reward great work throughout the year Supportive leaders and a down-to-earth culture where you can be your authentic self If you’re ready to ‘light the way’ in your career, click ‘Apply’ to submit your confidential application. For any questions, please reach out to Jock Clydesdale, Talent Acquisition Partner @ jock.clydesdale@energyaustralia.com.au Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the EnergyAustralia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ⚠️ Managing incidents and problems Collaborating with stakeholders Driving continuous improvement Key Strengths ️ Incident and Problem Management Stakeholder management ️ Communication skills ServiceNow experience Problem-solving skills Reporting skills A Final Note: This is a role with EnergyAustralia not with Hatch.
