We're looking for a Major Incident Manager to join our diverse, talented and innovative Digital Technology team, who together are helping our customers and communities build a better future. Together, we design, build and maintain products, services and experiences Australians love and trust, while delivering a sustainable future for Australia Post — and you could be part of that.
We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start‐up than a 213‐year‐old icon.
What you'll deliver with us
As our Major Incident Manager, you'll lead the end‐to‐end management of high‐priority technology incidents that impact Australia Post's critical services. As our processing centres run 24‐hour sites, on‐call will be part of this role.
Reporting to the Manager, Service Management, you'll work closely with technical teams, senior leaders, GMs and corporate communications to minimise business impact, safeguard customer experience, and continuously improve how we respond to major incidents across a large, complex technology landscape.
You'll also:
* Lead and coordinate major incident response bridges, engaging the right technical teams to restore services quickly.
* Provide clear, timely executive‐level communications during major incidents, translating complex issues into business impact.
* Authorise and coordinate emergency changes required to resolve critical incidents.
* Drive post‐incident reviews, root cause analysis and continuous improvement initiatives across incident, problem and change management.
* Participate in a rotating on‐call roster to support 24/7 enterprise operations.
About you
You're calm under pressure, highly credible, and trusted in complex, fast‐moving environments. You're comfortable leading senior technical and business stakeholders through incidents that matter, and you bring a strong customer and business lens to everything you do. You enjoy working in ambiguity, thrive in large organisations, and are motivated by improving how things work — not just fixing what's broken.
You'll also need:
* Extensive experience in IT Service Management, with a strong background in major incident management in complex environments.
* A solid and broad understanding of modern technology landscapes (e.g. networks, infrastructure, applications)
* Exceptional communication and stakeholder management skills – executives and senior leaders to frontline.
* Experience with ITSM frameworks such as ITIL (ITIL v4 preferred).
How we'll deliver for you
* Meaningful learning and development opportunities as Australia Post continues its transformation
* A broad, varied role across modern and legacy technologies in a highly complex national organisation.
* Hybrid working – Melbourne‐based, with a structured hybrid model
We're delivering together
At Australia Post, we acknowledge the TraditionalCustodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applicationsfrom people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees.
We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier‐free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender‐equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team oninclusivecareers@auspost.com.au.
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