Major Incident Leader: ITIL/ITSM & 24x7 Response

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

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.