Major Incident Command Lead

Vocus Navy; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Vocus Navy is seeking an experienced Incident Controller to lead major incident management across critical telecom and technology services in Australia. You will coordinate technical teams, manage escalations, and guide service restoration with a focus on minimizing customer impact.

The role requires strong leadership, stakeholder communication, and 24x7 operational readiness in a fast-paced environment. You will drive post-incident reviews and continuous improvement to strengthen resilience.

Qualifications

• 5+ years in Network Operations, Service Assurance, Incident Management, Operations Centres or Telecommunications environments.
• Experience supporting Government, Defence, Emergency Services, or mission-critical networks.
• Degree, Diploma or equivalent in Information Technology, Telecommunications, Engineering, Business, or related discipline.
• Demonstrated experience managing major incidents in a complex operational environment.
• Experience with ITIL-based service management frameworks.
• Experience coordinating cross-functional technical teams during service disruptions.
• Strong understanding of incident, problem, and change management processes.
• Experience driving service restoration and recovery activities.
• Proven stakeholder and communication management skills.
• Experience operating within a 24x7 service delivery environment.

Responsibilities

• Lead the management of major incidents affecting network, platform, and customer services.
• Assume operational control during critical and high-priority incidents.
• Coordinate technical teams and resources to drive timely service restoration.
• Establish incident priorities, response actions, and escalation paths.
• Facilitate incident bridge calls and technical recovery activities.
• Ensure incidents are managed in accordance with operational processes and governance frameworks.
• Maintain situational awareness and provide leadership throughout the incident lifecycle.
• Drive restoration activities to minimise customer and business impact.
• Coordinate cross-functional teams during outages and degradation events.
• Monitor incident progress and ensure recovery actions stay on track.
• Identify barriers impacting restoration and escalate risks as needed.
• Validate service recovery and support incident closure activities.
• Provide timely communications to stakeholders during incidents.
• Manage executive, customer, and operational communications throughout major incidents.
• Coordinate updates across Technology, Operations, Customer Service, and Leadership teams.
• Maintain incident documentation and records.

Skills

Incident management

Network operations

Stakeholder communication

Analytical thinking

Decision making under pressure

24x7 operations

Cross-functional coordination

Leadership

Education

Degree, Diploma or equivalent in IT/Telecommunications/Engineering/Business

Job description

Vocus Navy is seeking an experienced Incident Controller to lead major incident management across critical telecom and technology services in Australia. You will coordinate technical teams, manage escalations, and guide service restoration with a focus on minimizing customer impact.

The role requires strong leadership, stakeholder communication, and 24x7 operational readiness in a fast-paced environment. You will drive post-incident reviews and continuous improvement to strengthen resilience.