Incident Manager - Service Hub

Hybrid
Competitive base + benefits

Five days onsite wearing you down? Constant firefighting without ownership or authority to truly lead? If you are already coordinating high priority incidents and want real accountability, structured governance, and cross domain exposure in a cloud first managed services environment, this role is built for leaders who stay calm under pressure and drive outcomes that matter.

At Orro, we back decisive professionals. As an Incident Manager within our Service Hub, you will lead the end to end coordination of Priority 1 and Priority 2 incidents across Cloud, Network, Collaboration, Security, and End User Support services. Your leadership directly restores services, protects customer confidence, and strengthens operational resilience.

This is not a passive coordination role. It is structured incident leadership, real time decision making, and executive level communication when it matters most.

About Orro

We’re an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia’s biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create “future now” solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they’re with. But more than that, we know that real impact comes from connecting people, not just machines. That’s why we take the time to understand our clients; how they work, what matters to them, and where they’re headed so we can deliver not just what they need today, but what they’ll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

Why Join this Team?

• Hybrid working model with rostered shifts across 7 days

• Exposure to complex multi domain environments across cloud, network, collaboration and security

• A central role in major incident governance and service resilience

• Clear career pathways into Senior Incident, Problem, Service Delivery and Operations leadership roles

• A high trust environment where ownership and accountability are valued

What You’ll Be Doing

• Lead and coordinate all Priority 1 and Priority 2 incidents across cloud, network, collaboration, and security domains

• Assess business impact and confirm correct severity, priority and escalation pathways

• Initiate and lead incident bridges, bringing together resolver groups, service delivery teams, vendors and carriers

• Drive service restoration within SLA targets while removing blockers and maintaining momentum

• Act as the primary communication lead for major incidents, providing structured updates to customers and stakeholders

• Deliver executive level summaries during and after significant incidents

• Facilitate post incident and major incident reviews, identifying root causes and corrective actions

• Track actions through to completion and identify recurring risks requiring escalation to Problem or Change Management

• Ensure strong documentation, reporting and auditability within ITSM platforms

• Monitor KPIs, trends and SLA performance to support continual service improvement

What You’ll Bring

We’re seeking a decisive incident professional who combines technical awareness with calm leadership, strong governance discipline, and a genuine commitment to service excellence.

• Tertiary qualification in IT, Business or related field, or equivalent experience

• 4+ years managing high priority incidents within an MSP or enterprise environment, consistently meeting SLAs and maintaining customer confidence

• Strong knowledge of ITIL Incident Management and its integration with Change and Problem practices

• Proven experience leading major incident bridges across complex technology environments

• Confident stakeholder communicator, able to translate technical detail into clear business impact

• Calm, structured decision maker who leads effectively under pressure

• Experience managing vendors and third party partners

• Hands on experience with ITSM platforms, dashboards and SLA reporting

Even if you don’t tick every box, don’t let that hold you back. If this sounds like your kind of challenge, we’d genuinely love to hear from you. 

Why Orro Philippines?

We’re proud of our growing presence in the Philippines, with over 150 team members and a central office in Makati, right in the heart of the business district. At Orro, we support our people and those who matter most to them through meaningful, inclusive benefits designed to help you thrive. 

From HMO with dependent cover, extra vacation leave, and public holiday swaps that reflect cultural and family diversity, to extended maternity leave and flexible work options, we’ve built a workplace that supports every stage of life. 

*Note: The role is subject to state and federal police background checks.