Major Incident Management Lead

Infosys Limited; Sydney; Hybrid; AUD 109,000 - 120,000; Full time

Benefits offered by this job

Income Protection Insurance

Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid)

Health Insurance Discount

Gym membership access

Salary packaging and novated leasing

Job summary

Infosys Limited is seeking a Major Incident Manager in Sydney to lead end-to-end resolution of high-priority incidents, coordinate crisis war rooms, and drive rapid service restoration. The role requires strong leadership, proactive communication, and collaboration across multiple teams in a multi-vendor environment.

You will own incident analysis, prioritization, and timely executive updates while ensuring processes, documentation, and RCA are completed to minimize MTTR and business impact.

Qualifications

• Strong understanding of ITIL processes (Incident, Problem, Change).
• Experience managing major incidents in complex, multi‑vendor environments.
• Excellent communication, coordination, and decision‑making abilities.

Responsibilities

• Lead major incidents from initiation to closure with urgency and clarity.
• Drive war rooms/bridge calls, coordinating multiple technical teams to restore service quickly.
• Perform impact analysis and ensure accurate incident categorization and prioritization.
• Provide timely stakeholder communication, executive updates, and post‑incident summaries.
• Ensure RCA is completed on time and facilitate Post‑Incident Review meetings.
• Track and follow up on corrective and preventive actions to prevent recurrence.
• Maintain Major Incident logs, dashboards, and reports for leadership.
• Ensure adherence to ITIL incident management processes and service SLAs.
• Collaborate with Problem, Change, and Service Operations teams to improve stability.
• Identify process gaps and recommend enhancements to improve incident response and MTTR.

Skills

ITIL processes

Major incidents

Stakeholder management

Crisis management

Communication

Analytical thinking

Tools

ServiceNow

Job description

About Us:

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next. Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI-first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Role Description:

The Major Incident Manager is responsible for leading and coordinating the end‑to‑end resolution of high‑priority (P1/P2) incidents to ensure rapid service restoration and minimal business impact. The role requires strong leadership during crisis situations, proactive communication, and collaboration across technical, business, and vendor teams.

Location:

Sydney

Salary:

AUD 108,571–119,893 Annual Gross

Please Note: - The above salary range is only indicative and may be subject to suitable enhancements, based on internal company processes

Flexible working arrangements:

Flexible working arrangements (hybrid, reviewed case‑by‑case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities:

• Lead major incidents from initiation to closure with urgency and clarity.
• Drive war rooms/bridge calls, coordinating multiple technical teams to restore service quickly.
• Perform impact analysis and ensure accurate incident categorization and prioritization.
• Provide timely stakeholder communication, executive updates, and post‑incident summaries.
• Ensure RCA is completed on time and facilitate Post‑Incident Review meetings.
• Track and follow up on corrective and preventive actions to prevent recurrence.
• Maintain Major Incident logs, dashboards, and reports for leadership.
• Ensure adherence to ITIL incident management processes and service SLAs.
• Collaborate with Problem, Change, and Service Operations teams to improve stability.
• Identify process gaps and recommend enhancements to improve incident response and MTTR.
• Strong understanding of ITIL processes (Incident, Problem, Change).
• Experience managing major incidents in complex, multi‑vendor environments.
• Excellent communication, coordination, and decision‑making abilities.
• Skilled at stakeholder management and crisis handling.
• Hands‑on experience with ITSM tools (ServiceNow preferred).
• Strong analytical and decision‑making abilities.

Essential:

• Strong understanding of ITIL processes (Incident, Problem, Change).
• Experience managing major incidents in complex, multi‑vendor environments.
• Excellent communication, coordination, and decision‑making abilities.
• Skilled at stakeholder management and crisis handling.
• Hands‑on experience with ITSM tools (ServiceNow preferred).
• Strong analytical and decision‑making abilities.

ADDITIONAL:

• Excellent customer‑facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem‑solving skills.

Benefits:

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well‑being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case‑by‑case basis)
• Health Insurance Discount and Well‑being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Recruitment and Selection Process

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed as non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."