Incident Coordinator

Infosys; Sydney; Hybrid; AUD 90,000 - 99,000; Full time

Benefits offered by this job

Income Protection Insurance

Parental & Volunteer Leaves

Employee Assistance Program

Flexible Working

Health Insurance Discount

Well-being Program

Gym Memberships

Salary Packaging

Job summary

Infosys Sydney is seeking an Incident and Problem Coordinator to oversee logging in ServiceNow, lead investigations into major incidents, and manage SLAs and KPIs. You will be the SPOC for Problem Management, drive PIRs, coordinate cross-functional teams, and contribute to knowledge management and continuous improvement.

This hybrid role requires 4+ years in incident/problem management, with strong ITIL, networking, cloud, and data-analysis skills.

Qualifications

• 4 years or more experience of incident and problem management.
• Understanding of networking, cloud infrastructure, Agile processes, middleware, databases, and virtual infrastructure
• Experience or Certification in ITIL v3 or V4 frameworks
• Understanding of OLAs, SLAs, KPIs
• Knowledge of CMDB and CI principles
• Strong experience in using ServiceNow including performance analytics

Responsibilities

• Ensure all incidents are accurately logged in ServiceNow and data captured for historical reporting.
• Own investigations into Major Incidents; create PIRs and present at senior level; prioritize problems with stakeholders.
• Help manage and assess SLAs and create/report on KPIs; ensure correct prioritization of incident impact.
• Lead on root cause analysis; direct tasks to teams and ensure remediation items are prioritized and completed.
• Be the SPOC for Problem Management and assist Major Incident managers during live incidents.
• Update backlog of problems and known errors; ensure alignment with related Incidents, Changes and CIs.
• Identify potential problems/trends; generate management reports for Problems and Incidents.
• Assist with knowledge Articles; produce repeatable procedures to reduce incidents.
• Coordinate communications and escalation during DR/BCP incidents; monitor incident resolution.
• Promote lessons learned across the Engineering community.

Skills

Incident management

Problem management

ServiceNow

Data analysis

Stakeholder management

Communication

Cross-functional collaboration

Education

IT-related degree

Tools

ServiceNow Performance Analytics

Job description

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.

Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Role Description: Looking for Incident and problem coordinator.

Location: Sydney, Australia

Salary: AUD 90,243– 98,861 Annual Gross

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities:

• Ensure all incidents are accurately logged in ServiceNow and all date required for historical reporting is captured. Analyze data to identify systemic issues and trends.
• Own investigations into Major Incidents, creating Post Incident Reviews “PIR” and presenting them at a senior level. Prioritize Problems collaboratively with stakeholders. Help manage and assess SLAs and create/report on KPIs. Accountable for the correct Prioritization of incident impact.
• Lead on root cause analysis directing tasks to teams and holding them accountable to deadlines. Work with teams to ensure remediation items are prioritized and completed.
• Be the SPOC (Single Point of Contact) for Problem Management
• Assist Major Incident manager(s) throughout live incidents, including issuing communications and tracking start to end recovery actions.
• Updating the backlog of problems and known errors in a timely manner, ensuring they are prioritised and are an accurate reflection of the problems.
• Ensure related Incidents, Changes and Configuration Items are all correctly associated to Problems.
• Identify potential problems and/or increasing trend of repetitive Incidents. Interrogate data for trends and produce management reports and analysis of the data for Problems and Incidents. Identify Incidents for review
• Assisting with root cause analysis, identifying improvement opportunities and assisting in coordinating Technical Support groups.
• Document post incident recovery steps produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible.
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents. Manage Knowledge articles related to workarounds & known errors
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, P2 incidents
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams
• Confident communication skills with the ability to effectively tailor correspondence regarding technical issues to various audiences. Strong organizational skills and ability to excel at multithreaded processing
• Be a self-starter who is assertive but diplomatic, with the ability to prioritise workload and ability to influence Senior Managers. Strong collaboration skills and a vested interest in developing a strong, diverse and impactful network.
• A keen interest in helping promote lessons learned from incidents across the broader Engineering community.
• Innovation and drive - someone who is happy to challenge the status quo and collaborate on processes within the team. Curiosity - someone who is comfortable knowing what they don't know and has the drive to self-study to learn more.
• 4 years or more experience of incident and problem management.
• Understanding of the fundamentals of industry standard technologies and infrastructure such as: networking, cloud infrastructure, Agile processes, middleware, databases, and virtual infrastructure
• Experience or Certification in ITIL v3 or V4 frameworks
• Understanding of OLAs, SLAs, KPIs
• Knowledge of CMDB and CI principles
• Strong experience in using ServiceNow including performance analytics.

ADDITIONAL

• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.