Major Incident Manager / Problem Manager - Canberra, ACT

Role Overview

As a Major Incident Manager / Problem Manager at Unisys in Canberra, ACT, you will play a critical role in ensuring the stability and efficiency of our IT services. This role involves overseeing, facilitating, and administering ITIL-based service support, with a primary focus on incident, major incident, and problem management. You will be responsible for coordinating technical resources, managing communications, and driving continuous service improvement initiatives to enhance the overall quality of our service delivery.

A Day in the Life

Your day will be dynamic and varied. On any given day, you might be leading a bridge meeting to resolve a major incident, reviewing RCA (Root Cause Analysis) details, facilitating a Problem Review Board meeting, or providing training to elevate the skills of your team. You'll also be communicating with customers and senior stakeholders, ensuring they are informed of progress and resolutions. A key aspect of your role is identifying potential process improvements and making recommendations to optimize our ITSM processes.

Why Canberra, ACT?

Canberra offers a unique blend of career opportunities and a high quality of life. As the capital city of Australia, it is home to numerous government agencies, national institutions, and a growing technology sector. Working in Canberra provides access to a stable job market, excellent schools, and a vibrant cultural scene. The city is known for its well-planned infrastructure, beautiful parks, and easy access to both the coast and the mountains. Canberra provides a balanced lifestyle, making it an ideal location to advance your career and enjoy a fulfilling personal life.

Career Path

This role offers a clear career path within Unisys. Starting as a Major Incident Manager / Problem Manager, you can progress to senior roles in service management, IT operations, or project management. Unisys is committed to providing opportunities for professional development and growth, including training programs, mentorship, and leadership development initiatives. Your career trajectory could lead to roles such as Service Delivery Manager, IT Operations Manager, or even higher-level leadership positions within the organization.

Salary & Benefits

The estimated salary range for a Major Incident Manager / Problem Manager in Canberra, ACT, is between $120,000 and $160,000 per year. In addition to a competitive salary, Unisys offers a comprehensive benefits package, including:

• Comprehensive health insurance plans (medical, dental, vision)
• Generous paid time off (PTO) including vacation, sick leave, and holidays
• Company-matched 401(k) or other retirement savings plan
• Employee stock purchase plan (ESPP) with company matching
• Life insurance and accidental death and dismemberment (AD&D) insurance
• Short-term and long-term disability insurance
• Flexible spending accounts (FSAs) for healthcare and dependent care expenses
• Health savings account (HSA) options
• Employee assistance program (EAP) for confidential counseling and support
• Tuition reimbursement and professional development opportunities
• Employee referral program with bonus incentives
• Performance-based bonuses and salary increases

Unisys Culture

Unisys is committed to creating a diverse and inclusive work environment where all employees are valued and respected. We believe that diversity drives innovation and fosters a culture of collaboration and creativity. Unisys is an equal opportunity employer and considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other category protected by law. We strive to provide opportunities for all those who seek to express interest in employment without barriers.

How to Apply

To apply for the Major Incident Manager / Problem Manager position at Unisys in Canberra, ACT, please submit your resume and cover letter through our online career portal. Be sure to highlight your experience in ITIL-based service support, incident management, problem management, and your ability to drive continuous service improvement initiatives. We look forward to reviewing your application.

FAQ

1. What is ITIL?

   ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management that focuses on aligning IT services with the needs of the business. ITIL 4 is the latest version, emphasizing flexibility, collaboration, and value creation.

2. What is Major Incident Management?

   Major Incident Management is the process of resolving high-impact incidents that disrupt critical business services. It involves coordinating technical resources, communicating with stakeholders, and implementing solutions to restore services as quickly as possible.

3. What is Problem Management?

   Problem Management is the process of identifying and resolving the underlying causes of incidents to prevent them from recurring. It involves root cause analysis, corrective action management, and continuous improvement initiatives.

4. What security clearance is required for this role?

   This role requires a minimum NV1 security clearance and a willingness to submit to NV2 clearance. Australian citizenship and residency are required to meet security clearance requirements.

5. What are the key skills for this role?

   Key skills for this role include ITIL 4 Foundation or higher certification, experience in Major Incident Management, experience in Problem Management, strong communication skills, and the ability to facilitate meetings and drive process improvements.

6. What opportunities for professional development are available at Unisys?

   Unisys offers a variety of professional development opportunities, including training programs, mentorship, leadership development initiatives, and tuition reimbursement.

7. What is the work environment like at Unisys?

   Unisys is committed to creating a diverse and inclusive work environment where all employees are valued and respected. We foster a culture of collaboration, innovation, and continuous improvement.

8. How does Unisys support work-life balance?

   Unisys offers flexible work arrangements, including remote work options (where applicable), generous paid time off, and employee assistance programs to support work-life balance.

9. What is the employee referral program?

   The employee referral program provides bonus incentives for employees who refer qualified candidates who are hired by Unisys.

10. What are the opportunities for career advancement at Unisys?

    Unisys offers a clear career path with opportunities to progress to senior roles in service management, IT operations, or project management. We are committed to providing opportunities for professional development and growth.