Major Incident Coordinator

Kinetic IT; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Kinetic IT in Canberra is seeking a Major Incident Coordinator to join on a 24/7 rotating roster. This entry-level role focuses on coordinating prioritisation and resolution of major incidents within a large-scale Federal Government environment, aiming to restore services quickly and maintain a high-quality customer experience.

You will monitor incident trends, contribute to improvements, and mentor junior staff while working fully onsite on 12-hour shifts (6am-6pm and 6pm-6am) as part of a

Qualifications

• Entry-level opportunity to start in Incident Management.
• Experience with IT Incident management is advantageous but not required.
• Must have strong communication and collaboration skills.

Responsibilities

• Provide critical updates and coordinate responses to high-priority incidents.
• Serve as a key escalation point for technical teams.
• Build relationships with stakeholders, ensuring clear communication.
• Mentor junior team members and new hires to support capability development.
• Ensure incidents are prioritised and escalated to help maintain core infrastructure availability.
• Develop and maintain ITSM knowledge base articles to support first-level troubleshooting.
• Contribute to continual improvement and expansion of the knowledge base.

Skills

Incident Coordination

Stakeholder Management

Process Improvement

Communication

End-to-end Ownership

Tools

ITIL & SIAM Knowledge

Job description

About The Role

We’re on the lookout for a Major Incident Coordinator to join the Kinetic IT team on a 24/7 rotating roster. This is an entry-level opportunity to step into the Incident Management space, where you’ll play a critical role in coordinating the prioritisation and resolution of major incidents within a large-scale Federal Government environment.

Your primary focus will be restoring services for priority incidents, ensuring timely resolution and delivering a high-quality customer experience. You’ll also contribute to reducing the frequency and impact of major incidents by monitoring trends and driving continual improvement across the environment.

The role is fully onsite at the client site, working 12-hour shifts on a rotating roster:

• Morning shift: 6:00 AM – 6:00 PM
• Evening shift: 6:00 PM – 6:00 AM

Responsibilities will include

• Provide critical updates and coordinate the response to high-priority incidents.
• Act as a key point of technical escalation for the team.
• Build and maintain strong customer relationships, ensuring clear communication, transparency, and trust.
• Mentor junior team members and new hires to support capability development.
• Ensure incidents are appropriately prioritised and escalated to help maintain core infrastructure availability.
• Develop and maintain work instructions and ITSM knowledge base articles to support first-level troubleshooting.
• Contribute to the continuous improvement and expansion of the knowledge base.

What you’ll bring to the table

• Active NV1 Security Clearance.
• Previous experience in an Incident Coordination or Incident Management environment.
• Strong relationship-building and stakeholder management skills.
• A passion for process excellence and continuous improvement.
• A proactive mindset with a strong focus on end-to-end ownership of incidents.
• Excellent attention to detail and strong written and verbal communication skills.
• Knowledge of ITIL and SIAM processes, with certification preferred.
• Flexibility to work nights and weekends as part of a 28-day rotating shift roster.

Don’t meet every requirement? Don’t worry, we’d still love to hear from you!

At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.