Incident & Problem Manager

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you'll love this role as an Incident and Problem Manager at Civica?

The Major Incident and Problem Manager is a key player in ensuring the stability, resilience, and continuous enhancement of support services at Civica. This dynamic role takes charge of identifying, coordinating, and managing major incidents to minimize business disruption and guarantee swift service restoration.

Simultaneously, the role champions proactive problem management by uncovering root causes, preventing repeat issues, and reducing the overall number of incidents. Core responsibilities include leading major incident response efforts, facilitating clear and effective communication among technical teams and business stakeholders, and orchestrating root cause analysis alongside follow-up actions.

By owning and refining the organisation’s swarming framework, the Major Incident and Problem Manager accelerates the resolution of complex challenges and promotes strong cross-functional collaboration. This position plays a vital part in enhancing the customer experience, boosting service reliability, and driving improved operational performance throughout the business.

Requirements

Essential Competencies:

• Strong expertise in ITIL based Major Incident and Problem Management processes.
• Proven ability to lead high-severity incident response across cross-functional teams.
• Technical understanding of modern software environments (e.g., SaaS, cloud infrastructure, APIs, integrations).
• Root cause analysis and trend identification skills.
• Skilled in facilitating swarming practices to accelerate issue resolution.
• Strong verbal and written communication skills, able to communicate clearly with both technical and non-technical stakeholders.
• Presenting post-incident reviews to customers and executives
• Able to assess and prioritise risk and impact quickly under pressure
• Demonstrated capability in influencing without authority across support, LiveOps, engineering, and product teams.
• Strong coordination and facilitation skills for driving problem investigations.
• Track record of delivering continuous improvement through preventative actions and process refinement.
• Customer focused mindset with the ability to maintain trust in challenging situations. · Proficient in using service management tools (e.g., ServiceNow, Salesforce, Jira)
• Data-driven approach with ability to create and interpret incident and problem management reports.
• Resilient and calm under pressure, with a solution-oriented approach.

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work–life balance based on individual needs.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.