Lead - Major Incident & Problem Management

About Ampol   

Powering better journeys, today and tomorrow. 

Our company has always been about more than fuel. Fuel may be the foundation of our business, but our motivation and purpose comes from the people, businesses, industries and communities we engage with.  From our origins until today, we’ve always been inspired by the role we can play in people’s lives – to keep them moving, to make journeys happen. Here at Ampol, we are proud of our heritage as Australia’s only owned fuel brand.   

For over 100 years we have supported Australians to travel far and wide, and we’ll be here for 100 more powering better journeys for today and tomorrow.

Tech, Digital & Data @ Ampol

As we embark on our digital transformation, we are committed to making Ampol easier to work with and within, enhancing every interaction through innovative solutions.

Our approach is anchored in data-driven decision-making and advanced technology integration, allowing us to create seamless and personalized customer experiences that truly resonate. By prioritizing value-based decisions and outcomes, we ensure that our digital transformation will drive meaningful impact and measurable outcomes.

We are dedicated to empowering our business through technology-enabled differentiation, strengthening our foundations to build sustainable value for the future. Our team thrives on the challenge of innovation—dreaming up big ideas, questioning the norm, and tackling complex problems. Together, we are shaping a future that not only meets the needs of today but anticipates the demands of tomorrow.

Join us as we embrace this journey of transformation, committed to delivering exceptional value and experiences that make a lasting impact on our business, customers and industry.

About the role:

The Operations & Partnering team work alongside the business units in identifying, prioritising and delivering Technology, Digital and Data initiatives that align with our business strategy, deliver value to Ampol/Z and track the contribution each initiative makes, while ensuring smooth operations by providing reliable support, resolving issues quickly and improve service quality to minimise disruptions.


The Lead – Major Incident and Problem Management is accountable for overseeing the Major Incident and Problem management practices within the Ampol Group. This role ensures that internal teams and service partners adhere to said practices, manages and coordinates response to major incidents to ensure swift resolution and minimal business impact; and conducts Post Incident Reviews (PIRs) to identify and address gaps , Additionally, the lead is responsible for proactively driving the resolution of underlying problems, and providing regular performance reports and insights to drive continual service improvement.

You’ll take us further by:

• Oversee the Ampol Group TDD Major Incident and Problem management practices (people and capabilities, processes and tooling)
• Develop and maintain Incident and Problem management policies and procedures to ensure standardised approach
• Ensure that vendors/ service partners adopt and adhere to said practices
• Manage major incidents and coordinate with cross-functional on-call support personnel, to ensure timely and effective resolution of major incidents
• Implement and oversee a robust incident communication framework and plan to keep stakeholders informed during major incidents and ongoing status of problem resolutionFacilitate post-incident reviews (PIRs) following a major incident to ensure gaps are identified and addressed (actions completed).
• Assume the role of an Emergency Management Team  Controller for effective management of critical incidents, managing major incidents 24x7 from start to finish, ensuring swift resolution and minimal business impact.
• Conduct root cause analysis and drive resolution of underlying problems to ensure service reliability. Escalate and provide guidance on investments required to address systemic issuesDevelop and deliver regular reports on problem management performance.
• Adhere to all other Ampol Service Management practices to enable effective management of the environment and drive continuous improvement.

We’d love it if you have:

• Demonstrated experience in a major incident and problem role with sound knowledge of ITIL service management practices
• Proven ability to ensure vendors and service partners adhere to established practices and follow required protocols during critical incidents.
• Experience conducting thorough Post-Incident Reviews (PIRs), identifying gaps, and ensuring corrective actions are completed to prevent recurrence.
• Experience acting as an Emergency Management Team Controller/ Champion, leading the management of critical incidents, ensuring timely resolution, and maintaining service reliability.
• Strong skills in service level management, tracking incident and problem resolution performance, and providing insightful reports to senior leadership for continuous improvement.
• Certifications in ITIL V4  and ITIL RCA

We’ll take you further by:

• Our total remuneration is competitive. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars!
• We are flexible.  Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value.
• We value recognition.  We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.
• Career development and learning opportunities including LinkedIn Learning and other tailored training solutions.
• BabyCare Package - financial and flexible support for parents transitioning back to work.
• Need some wheels? Novated Lease options are available.
• Invest in your future with the Employee Share Scheme
• Leave Options – We offer Wellbeing leave and Leave Purchasing.
• Access to Ampol's Benefits & Recognition platform providing you access to retail discounts and cashbacks at over 500+ retailers in Australia that assist with everyday living expenses
• Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners. 

We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.