Incident & Problem Manager

Are you a calm, decisive leader who thrives in high‑pressure situations and loves solving complex problems?

We’re looking for an ICT Incident & Problem Manager to take ownership of how we manage, respond to, and learn from incidents across our technology environment.This is a critical role at the heart of ICT operations, ensuring service stability, rapid incident response, and continuous improvement across a complex, 24/7 business.

Mō te Tūranga | About the Role

As the ICT Incident & Problem Manager, you’ll lead the end‑to‑end management of incidents, major incidents, and problems across our ICT environment.

You Will

• Lead and coordinate Major Incident response, ensuring rapid service restoration and clear business communication
• Act as the escalation point for critical incidents and guide teams through high‑impact scenarios
• Drive Problem Management, including root cause analysis and long‑term resolution of recurring issues
• Facilitate post‑incident reviews and ensure actions are embedded to prevent repeat incidents
• Monitor trends and proactively identify systemic issues across services
• Own and continuously improve Incident & Problem Management practices in line with ITIL
• Produce reporting, insights, and dashboards to support operational and executive decision‑making
• Work closely with ICT teams, business stakeholders, and vendors to strengthen service resilience

This role operates at both hands‑on and strategic levels, with a strong focus on improving reliability and reducing operational risk.

Mōu | About You

You’re an experienced ICT professional who can lead with confidence in fast‑paced environments. You’ll bring:

• 5+ years’ experience in incident, major incident, or problem management within ICT
• Proven experience leading Major Incident response in complex environments
• Strong expertise in root cause analysis and problem management practices
• Hands‑on experience with ITSM tools (e.g. ServiceNow)
• Excellent communication skills, with the ability to engage and influence stakeholders at all levels
• A calm, structured approach to high‑pressure situations
• A continuous improvement mindset, with a focus on reducing incidents and improving resilience

Ngā painga | Benefits

At SkyCity, You’ll Enjoy

• A high‑impact role with visibility across the business
• The opportunity to shape and mature ICT service management practices
• Working in a complex, enterprise‑scale technology environment
• A collaborative and supportive ICT team
• Access to development opportunities and career progression
• Staff benefits including dining, parking, and entertainment perks

E pā ana ki a SkyCity | About SkyCity

SkyCity is one of New Zealand’s most recognised entertainment and hospitality organisations, with operations across gaming, hotels, dining, tourism, and digital services. Our ICT teams play a critical role in enabling seamless customer experiences and keeping our operations running 24/7.

At SkyCity, our career opportunities are as diverse as our workforce. We don't just embrace differences; we value and support them. Our hiring is centred on capability and performance, regardless of gender, gender identity, race, origin, age, educational background, disability, or religious beliefs. We're here to empower you to shine. Our willingness to adapt ensures you can chart your path with us! Join us at SkyCity and be extraordinary by being you.

SkyCity takes its commitment to Host Responsibility seriously. Every member of our team, no matter their role, contributes towards SkyCity's culture of customer care.