Incident Cordinator

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

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements

Health Insurance Discount and Well‑be‑

Access to Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys Limited in Sydney, Australia is seeking an Incident and Problem Coordinator to manage major incidents, conduct root cause analysis, and coordinate cross‑functional teams within a hybrid work model.

The role requires logging incidents in ServiceNow, tracking SLAs, producing PIRs, and driving improvements with strong stakeholder collaboration and clear communication across audiences.

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

• Log incidents in ServiceNow and capture data for historical reporting.
• Own investigations into Major Incidents and create PIRs.
• Prioritize problems with stakeholders and manage SLAs and KPIs.
• Lead root cause analysis and direct remediation tasks.
• Be the SPOC for Problem Management and assist during live incidents.
• Update backlog of problems and known errors with accuracy.
• Ensure Incidents, Changes, and CIs are linked to Problems.
• Identify trends and produce management reports on problems and incidents.
• Coordinate knowledge articles to reduce incidents and share lessons.
• Communicate during Disaster Recovery and major incidents; maintain escalation processes.

Skills

Incident mgmt

Problem mgmt

ServiceNow

ITIL v3/4

Networking

Cloud infra

Databases

Agile

CMDB

KPIs

Tools

ServiceNow

Monitoring tools

Job description

About Us:
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 Employer in 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.

Essential:

• 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 customer-facing skills
• 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

Infosys is committed to diversity and inclusion. 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.