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About the Role
As a Major Incident Manager, you will lead and coordinate the response to major incidents throughout the full incident lifecycle. You will act as the central point of contact, bringing together technical teams, service management functions, vendors, and key stakeholders to drive timely resolution and effective decision-making. Alongside managing live incidents, you will strengthen incident management practices through accurate reporting, post-incident reviews, process governance, and continuous service improvement. This position requires strong cross-functional leadership and the confidence to engage with customers and senior management.
Responsibilities
- 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
- Applicants must hold Australian Citizenship.
- 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.
Skills
- ITIL Foundation certification
- Incident Management-specific certification
- Bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline
Experience Level
- At least three years’ experience within a corporate IT environment
- A minimum of two years’ experience in Major Incident Management
Education Level
- ITIL Foundation certification
- Incident Management-specific certification
- Bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline
Benefits
- 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
About the Company
- At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world.
- As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
- Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.