Incident & Problem Manager
Job Description
Company Overview:
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
About Domain:
Domain is a leading property marketplace reaching 7 million Australians each month, making it one of the country’s most recognised and trusted property platforms. Domain operates the Allhomes and CRE ‘commercial real estate’ platforms and provides product and solutions to consumers, agents, government and enterprise to digitise every step of the property journey. Learn more about Domain:
https://www.domain.com.au/group/
.
About the Role:
We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data. Changing the way people engage with property requires a team of diverse thinkers.
The Incident & Problem Manager is a pivotal role within the Domain Group’s strategy by ensuring the successful implementation and ongoing delivery and uplift of Incident, Problem and Change Management.
The strategic purpose of an Incident and Problem Manager is to minimize the negative impact of IT incidents and prevent their recurrence, thereby ensuring the stability, reliability, and continuous improvement of IT services to support business operations effectively.

What you’ll be doing

• Establish and operationalise a consistent Incident and Problem Management processes across Domain Group
• Implement, embed and provide ongoing support of the Incident and Problem Process and Procedures to ensure uplift leading to an adoption of ITIL best practices
• In partnership with the Service Delivery Manager (SDM) will be responsible for overseeing and managing Incident, Problem and Change across the Domain environment
• Ensure the seamless operation, continuous improvement, and strategic alignment of our business technology services with broader organisational goals
• Drive repaid service restoration, effective crisis management, SLA adherence and structure incident response
• Reduce incident recurrence, enhanced IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation and continuous service improvement

What we are looking for

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. A Master’s degree or relevant certifications (ITIL, PMP, ISO27001 Lead Implementer) is highly desirable
• Expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks, with practical experience in implementing and managing ITIL processes 3
• Incident & Problem Management Expertise: 5+ years defining and driving incident and problem management processes, including experience with post-mortem analysis and corrective action implementation
• ITIL 4 Foundation
• Global Best Practice in IT Major Incident Management (MIM®)
• Root Cause Analysis (RCA) Certifications

Why join us?

We’re the kind of place you can make a real impact, with a workplace culture where you can be you. It’s a fun, safe space where you’ll always feel you belong. Perks of the role include:

• Hybrid working;
• First-rate parental leave;
• Continuous opportunities to leap, learn and grow in a team that values creativity and innovation;

We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities.
What’s next?
We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out so keep your phone handy! We’re genuinely excited about the chance to work together and make a meaningful impact.
Equity, Diversity and Inclusion at Domain
Domain Group is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).
We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at
edi@domain.com.au
or leave a message on 1300 858 356 and we will get back to you.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

What you’ll be doing

• Establish and operationalise a consistent Incident and Problem Management processes across Domain Group
• Implement, embed and provide ongoing support of the Incident and Problem Process and Procedures to ensure uplift leading to an adoption of ITIL best practices
• In partnership with the Service Delivery Manager (SDM) will be responsible for overseeing and managing Incident, Problem and Change across the Domain environment
• Ensure the seamless operation, continuous improvement, and strategic alignment of our business technology services with broader organisational goals
• Drive repaid service restoration, effective crisis management, SLA adherence and structure incident response
• Reduce incident recurrence, enhanced IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation and continuous service improvemen

We’re the kind of place you can make a real impact, with a workplace culture where you can be you. It’s a fun, safe space where you’ll always feel you belong. Perks of the role include:

• Hybrid working;
• First-rate parental leave;
• Continuous opportunities to leap, learn and grow in a team that values creativity and innovation