Major Incident Leader — Multi-Vendor Coordination

Datacom Connect; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataC­­

Learning & development

Training platforms

Employee discounts

Job summary

Datacom Connect is seeking a Major Incident Manager in Australia to lead major incidents across the lifecycle, coordinating technical teams, vendors and stakeholders to minimise impact and restore services swiftly.

You will drive governance, reporting, post-incident reviews and continuous improvement, working with change, problem and service delivery teams in a collaborative, customer-focused environment.

Qualifications

• Requires 3+ years in a corporate IT environment.
• 2+ years in Major Incident Management.
• Experience leading incidents in multi-vendor environments.
• Understanding of IT architecture across infrastructure and apps.
• Strong verbal and written communication; ability to explain technical info clearly.
• Calm under pressure; quick decision making; cross-functional leadership.
• Analytical and problem-solving abilities; quick issue assessment.
• Excellent stakeholder and customer relationship management skills.
• Strong presentation, documentation and reporting capabilities.
• Collaborative across large distributed teams; focus on continuous improvement.

Responsibilities

• Serve as primary contact during major incidents with clear leadership.
• Coordinate technical teams and third-party vendors to minimise impact.
• Lead incident triage calls; assign actions; track progress to resolution.
• Provide timely, clear updates to customers, management, vendors, stakeholders.
• Ensure incident records are accurate and updated through lifecycle.
• Manage escalations per the escalation process.
• Produce post-incident reports and lead lessons-learned reviews.
• Govern Major Incident Management process and promote compliance.
• Work with Problem/Change/Service Desk teams to support handovers.
• Keep playbooks and documentation current.
• Participate in the Major Incident Management on-call roster.

Skills

IT experience

Major incident mgmt

Incident leadership

IT architecture

Communication skills

Decision making

Analytical skills

Stakeholder mgmt

Documentation

Collaboration

Education

Bachelor's degree in related field

ITIL Foundation certification

Job description

Datacom Connect is seeking a Major Incident Manager in Australia to lead major incidents across the lifecycle, coordinating technical teams, vendors and stakeholders to minimise impact and restore services swiftly.

You will drive governance, reporting, post-incident reviews and continuous improvement, working with change, problem and service delivery teams in a collaborative, customer-focused environment.