Incident & Problem Manager
- Location: Footscray Hospital
- Employment Type: Full-Time, Ongoing
- Salary: Admin Grade 3 (commensurate with experience) + Superannuation + Salary Packaging
About the role:
Western Health is seeking an experienced Incident & Problem Manager to lead Major Incident and Problem Management within Digital Technology Services (DTS). Reporting to the Senior Manager, Service Management Office (SMO), this role is responsible for protecting clinical operations and patient safety by ensuring rapid restoration of critical DTS services across our hospital network. This position leads Problems, P1 Major Incidents and high-impact P2 incidents, coordinates cross-functional technical teams and vendors, drives structured communication and reporting, and ensures robust root cause analysis and continuous service improvement.
Key responsibilities:
- Lead and manage P1 Major Incidents and nominated high-impact P2 incidents through structured Major Incident processes.
- Establish and coordinate Major Incident Bridges/War Rooms, ensuring correct technical teams and vendors are engaged.
- Drive timely, clear and accurate communications to stakeholders, leadership and external agencies where required.
- Oversee Incident Management performance including SLA monitoring, escalation of aged/high-risk tickets and process compliance.
- Lead Problem Management activities including root cause analysis, Known Error Database (KEDB) maintenance and Post Incident Reviews (PIRs).
About you:
- Demonstrated experience managing Major Incidents (P1/P2) in a structured ITIL-based environment.
- Proven experience leading incident bridges/war rooms and coordinating enterprise technical teams and vendors, including strong stakeholder engagement skills.
- Strong understanding of Incident and Problem Management processes and use of enterprise ITSM tools (e.g., ServiceNow, Cherwell).
- Excellent written and verbal communication skills with the ability to remain calm and decisive under pressure.
- Strong Trend Analysis and Reporting skills
- Availability to participate in after-hours Major Incident escalation and work across Western Health sites as required.
Click here for the Position Description.
About Western Health
Western Health is one of the largest healthcare providers in Victoria, caring for a vibrant, diverse and rapidly growing community of one million people in Melbourne’s western suburbs.
With more than 13,000 staff, Western Health delivers 800,000+ occasions of care every year, providing high-quality, person-centred care across every life stage.
We provide a combination of hospital, community-based, at-home and in-reach services to aged, adult and paediatric patients and newborn babies. Specialties include oncology, renal, mental health, women’s health and maternity, chronic diseases, geriatrics and cardiology.
We have remarkable strengths in chronic disease, complex care and developing innovative and sustainable healthcare solutions. Our experience at the coalface of healthcare delivery for some of Australia’s most culturally and socioeconomically diverse and vulnerable populations provides us with unique insights into the most pressing health challenges.
Western Health operates four acute public hospitals: Sunshine Hospital (including Joan Kirner Women’s and Children’s), Footscray Hospital, Williamstown Hospital and Bacchus Marsh Hospital. We also operate Sunbury Community Hospital, Sunshine Mental Health and Wellbeing Centre, Melton Health and Community Services, Bacchus Marsh Community Health Centre, Caroline Springs Community Health Centre and Grant Lodge Residential Aged Care in Bacchus Marsh. Western Health also provides the primary healthcare service at the Dame Phyllis Frost Centre, a women’s prison located in Ravenhall.
Why join us?
Compensation and benefits
- Competitive salary packages aligned with market standards.
- Health and wellbeing programs, including flexible work arrangements.
- Scholarships and grants to support your continuous learning journey.
Learning and development opportunities
- Access the Western Health Learning Academy (WHA) for personalised learning pathways.
- Professional growth programs, including postgraduate studies and clinical education.
- Mentorship and career support.
Community impact and inclusion
- Make a meaningful difference in patients’ lives through compassionate care.
- Join a workforce that champions diversity and inclusion.
- Engage in community wellbeing initiatives and groundbreaking healthcare research.
Organisational culture and environment
- Thrive in a collaborative, compassionate and innovative team environment.
- Be part of a culture that celebrates continuous improvement and excellence in healthcare.
Ready to make an impact?
If you’re passionate about service excellence, patient safety and leading high-performing digital service restoration in a healthcare environment, we’d love to hear from you. Simply click on the “apply” button and follow the prompts.
If you are currently employed at Western Health, please ensure you sign in through the 'Employee Login' via the external Careers Page or access the Careers Page via the intranet before applying.
Closing date: 11:59pm on 9 March 2026.
Enquiries: For further information about this role, contact Nima Raffoul via Nima.Raffoul@wh.org.au.
Western Health is an equal opportunity employer committed to attracting and retaining diversity in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people.
Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.
All appointments are made subject to a satisfactory Police Record Check, an Immunisation Status Clearance and a Working with Children Check (if applicable).
Western Health is committed to the psychosocial safety of all applicants and employees.
Western Health does not accept unsolicited resumes/applications from recruitment agencies.
Western Health