Major Incident Manager

Datacom

. Serve as the primary point of contact during major incidents, providing clear leadership and a structured response .

Posted 11/7/2026full-timeSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Major Incident Management, leading cross-functional teams to effectively resolve incidents while maintaining clear communication with stakeholders. Proficient in IT architecture and governance processes, ensuring compliance and continuous improvement in service delivery.

Highest-signal resume keywords

Major Incident ManagementITIL Foundation CertificationStakeholder Relationship ManagementAnalytical Problem-SolvingCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementIT ArchitecturePost-Incident ReportingService RecoveryDocumentation Management

Soft Skills

Verbal CommunicationWritten CommunicationCalm Under PressureCollaborationPresentation Skills

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Corporate IT EnvironmentMulti-Vendor EnvironmentsService DeskChange ManagementProblem Management

About the role

Key responsibilities & impact

Serve as the primary point of contact during major incidents, providing clear leadership and a structured response
Coordinate technical teams and third-party vendors to minimise service impact and restore services as quickly as possible
Lead incident triage calls, assign actions and track progress through to resolution
Provide clear, consistent and timely updates to customers, senior management, vendors and other key stakeholders
Ensure major incident records are accurate, comprehensive and updated throughout the incident lifecycle
Manage escalations in line with the agreed escalation process
Produce post-incident reports and lead reviews focused on lessons learned and continuous improvement
Maintain governance of the Major Incident Management process and promote compliance across support teams
Work closely with Problem Management, Change Management, Service Desk, Service Delivery and technical teams to support effective handovers and service recovery
Keep incident management playbooks and supporting documentation current and accessible
Participate in the Major Incident Management on-call roster

Requirements

What you’ll need

At least three years’ experience within a corporate IT environment, gained in either a business or technical capacity
A minimum of two years’ experience in Major Incident Management
Proven experience leading major incidents in complex, multi-vendor environments
A working understanding of IT architecture across infrastructure and applications
Strong verbal and written communication skills, with the ability to explain complex technical information to different audiences
The ability to remain calm under pressure, make rapid decisions and lead cross-functional teams during critical situations
Strong analytical and problem-solving skills, with the ability to quickly assess issues and determine the most effective course of action
Excellent stakeholder and customer relationship management skills
Strong presentation, documentation and report-writing capabilities
A collaborative approach and the ability to work effectively across large, distributed teams
ITIL Foundation certification
Applicants must hold Australian Citizenship

Benefits

Comp & perks

Paid parental leave
24/7 Employee Assistance Programme (DataCare)
Ongoing learning, certifications, and career development opportunities
Access to industry-leading learning platforms and future skills training
Recognition programmes that celebrate great work
Great employee discounts and financial wellbeing benefits
Meaningful work that makes a real impact