ITSM Specialist - Major Incident Manager

NEC Australia Pty Ltd.; Canberra; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Bonus & wellness days

14 weeks paid parental leave

Volunteer days

Discounts on health insurance

Salary sacrificing options

Employee Assistance Program

Job summary

NEC Corporation is seeking an experienced Major Incident Manager to lead Priority 1 and 2 incidents, coordinating across multiple providers to rapidly restore services and communicate with stakeholders. This role drives ITIL-aligned practices and continual service improvement.

The successful candidate will be highly organized, analytical, and able to thrive in a fast-paced operational environment, contributing to service reliability and risk reduction.

Qualifications

• NV1 or Baseline Clearance.
• 3–5+ years' experience in Major Incident Management, Service Operations, or related ITSM role.
• Experience responding to high-impact incidents within a rostered 24x7 major incident team.
• Excellent stakeholder engagement and communication skills.

Responsibilities

• Lead Priority 1 & 2 Major Incident response and stakeholder communications.
• Coordinate cross-provider incident activities and escalations.
• Ensure clear interfaces between incident and other practices.
• Facilitate Post Incident Reviews (PIRs) between one or more providers.
• Provide end-to-end visibility of practice performance, risks and trends.
• Identify and implement continual service improvement initiatives.

Skills

Major Incident Management

Service Operations

Stakeholder engagement

24x7 incident response

Education

ITIL certification

SIAM certification

Job description

Office Location: Majura Park, ACT, AU, 2609

Company: NEC Corporation

Join NEC and lead the response to critical incidents while driving ITIL best practices across Incident, Problem, Change, Knowledge, and Service Management processes. You'll work closely with customers, operational teams, and leadership to minimise business impact, improve service performance, and deliver continual service improvement.

You will act as the central coordination point during Priority 1 and Priority 2 incidents, ensuring rapid restoration of services, clear stakeholder communications, and effective post-incident review outcomes. Representing the service integrator for internal and external service providers in a complex, multi-vendor environment, you'll drive service reliability, risk reduction, and continual service improvement initiatives aligned to ITIL frameworks.

Key Responsibilities

• Lead Priority 1 & 2 Major Incident response and stakeholder communications.


• Coordinate cross-provider incident activities and escalations.


• Ensure clear interfaces between incident and other practices.


• Facilitate Post Incident Reviews (PIRs) between one or more providers.


• Provide end-to-end visibility of practice performance, risks and trends.


• Identify and implement continual service improvement initiatives.

About you

You’ll be a highly organised and analytical ITSM professional who thrives in a fast paced, operational environment.

To Be Successful You’ll Bring

• NV1 or Baseline Clearance


• 3-5+ years' experience in Major Incident Management, Service Operations, or a related IT Service Management role


• Experience responding to high-impact incidents within a rostered 24x7 major incident team


• Excellent stakeholder engagement and communication skills

Desirable Qualifications

• Relevant tertiary qualification


• ITIL and SIAM certification (Foundation or higher preferred)

Why NEC?

At NEC, we help organisations deliver technology solutions that improve lives and create a brighter future. You'll join a collaborative team that values innovation, continuous improvement, and service excellence while supporting critical customer environments.

What’s In It for You?

• Bonus & wellness days (after 6 months)


• 14 weeks paid parental leave


• Up to 4 paid volunteer days per year


• Discounts on health insurance, travel, entertainment & more


• Salary sacrificing options (car leasing, super, etc.)


• Employee Assistance Program - free, confidential support for you & your family