Incident & Problem Coordinator - IT Service Mgmt (Hybrid Sydney)

Infosys; 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 (hybrid,

Health Insurance Discount and Well‑be.

Access to Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys in Sydney, Australia is seeking an Incident and Problem Coordinator to manage major incidents, drive post-incident reviews, and co-ordinate problem management activities across teams.

You will log incidents in ServiceNow, analyze trends, monitor SLAs, and prepare management reports while maintaining clear communications with stakeholders; a strong ITIL background and ServiceNow experience are essential.

Qualifications

• 4+ years of incident and problem management experience.
• Experience with ServiceNow and performance analytics.
• Strong understanding of ITIL frameworks.
• Excellent customer-facing and communication skills.

Responsibilities

• Ensure all incidents are logged in ServiceNow and data for reporting is captured.
• Own investigations into major incidents and produce PIRs for senior review.
• Prioritize problems with stakeholders and monitor SLAs and KPIs.
• Be the single point of contact for problem management during incidents.
• Maintain backlog of problems and known errors with accurate reflection.

Skills

Incident management

Problem management

ServiceNow

Customer-facing communication

Education

ITIL v3/v4 certification

Tools

ServiceNow

Job description

Infosys in Sydney, Australia is seeking an Incident and Problem Coordinator to manage major incidents, drive post-incident reviews, and co-ordinate problem management activities across teams.

You will log incidents in ServiceNow, analyze trends, monitor SLAs, and prepare management reports while maintaining clear communications with stakeholders; a strong ITIL background and ServiceNow experience are essential.