Major Incident & Problem Manager

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Major Incident & Problem Manager plays a critical role within the Enterprise & Government Operations team, ensuring the stability and reliability of customer services by managing the lifecycle of all critical / major incidents and associated problems. This role is vital in minimising the impact of disruptions and driving timely resolutions, directly supporting business operations and continuity.

Working closely with internal teams—including the NOC, IT Operations, Service Desk, Technical Support, Engineering, and Service Management—the Incident & Problem Manager identifies, analyses, and resolves issues to prevent recurrence and maintain service integrity. A proactive approach to incident response and problem-solving is essential, ensuring that all processes align with industry best practices and organisational goals.

This role requires active engagement with stakeholders across the organisation to gather insights, assess risks, and communicate action plans effectively. Collaboration with external vendors, service providers, and our customer base is crucial to ensuring seamless integration and support, while also driving the swift resolution of issues and proactively mitigating further customer impacts in the most efficient manner.

Beyond day-to-day incident and problem management, the Incident & Problem Manager is committed to continuous improvement, enhancing service quality, and driving operational efficiency. Responsibilities include maintaining up-to-date documentation, conducting regular reviews, and applying lessons learned from past incidents to mitigate future risks. Additionally, the role involves coaching and guiding technical teams in best practices for incident management, fostering a culture of swift and effective response.

You'll make impact by:

• Investigating and actioning Major & Complex Incidents investigation, cataloguing and reviewing requests from internal stakeholder and Management around post incident reports.
• Completing Major Post Incident Reports in accordance to requests by conducting review of remediation actions, identifying and if necessary, coordinating with internal fixer groups for Root Cause Analysis and any establishing available Mitigation Strategy.
• Identifying and coordinating various internal resources in response to live major network incidents.
• Providing relevant communications during the lifecycle of a major network incident to ensure internal and external stakeholders are informed about operational troubleshooting and resolution actions. Communication may be delivered through incident updates, teleconference sessions, or other appropriate channels to maintain transparency and alignment throughout the resolution process.
• Interfacing with internal resources (Networks, Engineering, IT, Fibre Teams) to ensure key corporate segments maintain strict service levels and have required support towards restoration during major network outages.
• Participating in a periodic rotating on-call/stand-by roster to ensure timely and effective response to major incidents, providing critical support and management as required.

What you’ll bring:

• Minimum 2 years' experience in developing and implementing Incident and Problem Management processes.
• Service Management knowledge. ITIL foundations and Incident Managers Practitioner certificate or ITIL certificate. Demonstrate equivalent industry experience.
• Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives.
• Led initiatives focused on end-user experience within ITSM services and support.
• Proven track record of end-to-end Incident management.
• Proven track record of end-to-end Problem management.
• A drive and genuine passion for problem management.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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