ICT Incident & Problem Manager

Role overview

This position is a key ICT operations leadership role focused on how technology incidents are handled, resolved, and analysed across a 24/7 enterprise environment. The aim is to keep services stable, restore critical issues quickly, and turn every major event into an opportunity for improvement.

What you will do

• Direct and coordinate response activity for major incidents so services are restored quickly and business updates are clear.
• Serve as the escalation contact for serious ICT issues and help teams work through high-impact situations.
• Own problem management practices, including investigation of root causes and delivery of durable fixes for recurring faults.
• Run post-incident reviews and make sure agreed actions are followed through to avoid repeat failures.
• Track patterns and trends across services to spot broader technical or process issues early.
• Maintain and improve incident and problem management processes in line with ITIL principles.
• Create reports, dashboards, and insights that help operational and executive decision-making.
• Partner with ICT teams, business users, and vendors to improve resilience and service performance.

What the role is like

The job combines practical incident leadership with broader service-management responsibility. A strong focus of the role is reducing operational risk, improving reliability, and strengthening how the organisation responds to disruption.

About you

• You bring at least 5 years of experience in ICT incident, major incident, or problem management.
• You have successfully led major incident responses in complex environments.
• You are skilled in root cause analysis and structured problem-solving.
• You have practical experience using ITSM platforms such as ServiceNow.
• You communicate clearly and can influence stakeholders at different levels of the organisation.
• You stay composed and methodical when situations are urgent or stressful.
• You look for ways to improve processes, reduce recurring incidents, and build stronger resilience.

Benefits

• A visible role with influence across the wider business.
• An opportunity to help shape and develop ICT service management capability.
• Experience in a large, complex enterprise technology environment.
• A collaborative ICT team environment.
• Access to development support and career growth opportunities.
• Employee perks including dining, parking, and entertainment benefits.

About the employer

SkyCity Entertainment Group is a well-known New Zealand entertainment and hospitality organisation with activities spanning gaming, hotels, dining, tourism, and digital services. Its ICT teams support smooth customer experiences and help keep operations running around the clock.

Additional information

The organisation values diversity and supports hiring based on capability and performance. It aims to provide an inclusive workplace regardless of gender, gender identity, race, origin, age, educational background, disability, or religious beliefs. The company also emphasises adaptability and supports people in shaping their own career path. SkyCity’s Host Responsibility commitment applies across all roles, and every team member contributes to a culture of customer care.