SIAM Incident and Problem Manager
- Act as the key point of contact for service providers and the customer across end-to-end Incident Management.
- Coordinate Major Incident response and manage Post Incident Review activity.
- Drive continual service improvement across Major Incident, Incident and Problem Management processes.
- IT & Telecomms
- Consultant - Other
- Sydney
- Permanent / Full Time
- $110-$120,000 + VR + Super + Benefits
- 50/50 WFH
- #4 Best place to work in Australia
About AC3
At AC3, our purpose is to make technology real. For our customers, that means reliable services, clear ownership and calm coordination when it matters most.
We are looking for a SIAM Incident and Problem Manager to play a critical role for a State government customer.
You will act as the key point of contact for service providers and the customer across end-to-end Incident Management, Problem Management and Major Incident Management.
This role is about maturity, governance and follow-through. You will bring service providers together, coordinate response and restoration, drive post-incident review activity, and make sure Incident and Problem processes operate in the best interests of the customer.
What you will do
- Own Incident Management on behalf of the customer and reduce the overhead required to keep incidents moving effectively.
- Coordinate Major Incident response across service providers, customer stakeholders and internal teams.
- Initiate and chair Major Incident bridge calls, including clear communications and governance.
- Manage Post Incident Review activity and make sure improvements are captured, owned and acted on.
- Review Incident and Problem tickets to identify gaps, non-conformance, aged tickets and opportunities for uplift.
- Facilitate customer, provider and cross-functional forums that improve end-to-end service outcomes.
- Produce regular Incident, Problem and governance reporting for customer and SIAM stakeholders.
- Drive continual service improvement across Major Incident, Incident and Problem Management processes.
What you will bring
- 3+ years of experience in a SIAM end-to-end Service Management environment.
- 1+ year developing and implementing Incident and Major Incident Management processes.
- Experience coordinating investigation and response activity across multi-service-provider environments.
- Strong understanding of ITIL and its practical application in Incident Management.
- Experience defining frameworks, workflows and governance practices for Incident Management.
- Working knowledge of ServiceNow and Incident Management workflows.
- Strong facilitation, stakeholder management, communication, negotiation, planning and reporting skills.
- The ability to stay calm, structured and effective under pressure during high-impact incidents.
Nice to have
- Experience with Service Desk and support best practice.
- Experience with Microsoft Office, SharePoint, Confluence and ServiceNow ITSM.
- SIAM Foundation or SIAM Professional certification.
- Strong leadership qualities with the ability to influence across teams and providers.
Why You’ll Love It at AC3
- Be part of a leading SIAM team shaping secure, integrated service delivery for major enterprises.
- Work with cutting edge technology in a high trust, low ego environment.
- Enjoy hybrid working flexibility, career growth pathways, and a culture that rewards initiative.
- Live the AC3 Way - Work Wise, Work Humble, Work Honest.
Ready to Make Technology Real?
Apply now and join a company where collaboration, trust, and innovation drive everything we do.
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