Incident & Problem Lead (ServiceNow) – Hybrid Sydney

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

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.