Incident and Problem Manager - Canberra, Australian Capital Territory

Accrue up to an extra 12 days of leave per year through our Life Days program.​ · Work with world leading technology business at the forefront of innovation. · We're a 'Family Friendly' certified workplace – we understand the often many and varied roles our team members need to p ...

Job description

• Accrue up to an extra 12 days of leave per year through our Life Days program.​
• Work with world leading technology business at the forefront of innovation.
• We're a 'Family Friendly' certified workplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here

Do Work That Matters

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life.  Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

Your New Role and Responsibilities

The Incident & Problem Manager for the GEO SPACES program is responsible for the end‑to‑end management of ICT incidents and problems across highly secure, mission‑critical geospatial environments.

This role ensures stability, continuity, and rapid restoration of service while driving long‑term elimination of recurring issues through strong ITIL process ownership. You will lead cross‑functional technical teams during major incidents, oversee the full lifecycle of problem investigations, and embed best‑practice ITIL processes across a complex, multi‑vendor environment.

This position is central to maintaining the reliability of systems that underpin national intelligence operations. Your leadership in Incident & Problem Management ensures that operational users — analysts, operators, and decision‑makers — have highly available, dependable ICT systems that support Australia's national security interests.

• Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs
• Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities
• Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness
• Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions
• Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences
• Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes
• Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience

What You'll Bring to Make An Impact

• Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments
• Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and Knowledge Management
• Ability to operate effectively under pressure, managing competing priorities while maintaining clear, high-quality communication
• Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership
• Demonstrated ability to champion, develop and uplift ITIL process maturity, including training and coaching operational teams
• Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. ServiceNow, JIRA) and Defence or secure environment experience highly regarded

Don't worry if you don't tick all the boxes – if you meet most of them, we encourage you to submit your application.  We're most interested in your strengths, what you want to learn and how far you want to go.

This role does requires the successful applicant to be an Australian Citizen and hold an active TSPV Clearance, accompanied by the ability to be successful for a DISA/OSA.

Diverse Team Members, Shared Values and a Common Purpose

Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase – Chief Executive, Leidos Australia.

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

Next Steps

• To apply for this role, follow the links or apply via our Careers page.

• Recruitment process - 1 virtual interview or 1 face to face, a psychometric test & background checks.

• Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if you'd like to discuss any additional support during your application or throughout the recruitment process.