Major Incident Manager

Datacom Connect

Adelaide

On-site

AUD 120,000 - 180,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataC

Learning and development opportunities

Certifications and career development

Access to learning platforms

Recognition programs

Employee discounts

Meaningful work

Job summary

Datacom Connect is seeking a Senior Major Incident Manager to lead and coordinate responses to major incidents, engaging technical teams, vendors, and stakeholders to drive timely resolution and informed decision-making.

The role emphasises governance, post-incident reviews, and continuous service improvement, with cross-functional leadership and no direct reports. Australian citizenship is required.

Qualifications

Three+ years in a corporate IT environment (business or technical)
Minimum two years in Major Incident Management
Proven experience leading major incidents in multi-vendor environments
Working understanding of IT architecture across infrastructure and applications
ITIL Foundation certification (desirable)
Bachelor’s degree in related discipline (desirable)

Responsibilities

Serve as the primary point of contact during major incidents with clear leadership
Coordinate technical teams and third-party vendors to minimise service impact
Lead incident triage calls and track progress to resolution
Provide timely updates to customers, senior management, vendors and stakeholders
Ensure major incident records are accurate and updated throughout lifecycle
Manage escalations per the escalation process
Produce post-incident reviews and lead continuous improvement
Govern Major Incident Management processes across support teams
Collaborate with Problem/Change/Service Desk for effective handovers
Maintain incident management playbooks and documentation
Participate in the Major Incident Management on-call roster

Skills

Major Incident Management

Incident management leadership

Stakeholder management

Communication skills

Leadership

Analytical thinking

Documentation

Problem solving

Education

Bachelor's degree or higher (Business / IT / Science / Engineering / Economics)

Job description

About us

At Datacom, we combine technology,expertise, and talented people to helporganisationsthrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whetherwe'resupporting governments, enterpriseorganisations, or growing businesses,we'recommitted to creating meaningful outcomes for our customers, communities, and each other.

About the role

As a Major Incident Manager, you will lead and coordinate the response to major incidents throughout the full incident lifecycle. Acting as the central point of contact, you will bring together technical teams, service management functions, vendors and key stakeholders to drive timely resolution and effective decision-making.

Alongside managing live incidents, you will strengthen incident management practices through accurate reporting, post-incident reviews, process governance and continuous service improvement. The position does not have direct reports but requires strong cross-functional leadership and the confidence to engage with customers and senior management.

Due to the requirements of our customers, applicants for this role must hold Australian Citizenship

What you’ll do

Serve as the primary point of contact during major incidents, providing clear leadership and a structured response.
Coordinate technical teams and third-party vendors to minimise service impact and restore services as quickly as possible.
Lead incident triage calls, assign actions and track progress through to resolution.
Provide clear, consistent and timely updates to customers, senior management, vendors and other key stakeholders.
Ensure major incident records are accurate, comprehensive and updated throughout the incident lifecycle.
Manage escalations in line with the agreed escalation process.
Produce post-incident reports and lead reviews focused on lessons learned and continuous improvement.
Maintain governance of the Major Incident Management process and promote compliance across support teams.
Work closely with Problem Management, Change Management, Service Desk, Service Delivery and technical teams to support effective handovers and service recovery.
Keep incident management playbooks and supporting documentation current and accessible.
Participate in the Major Incident Management on-call roster.

What you’ll bring

At least three years’ experience within a corporate IT environment, gained in either a business or technical capacity.
A minimum of two years’ experience in Major Incident Management.
Proven experience leading major incidents in complex, multi-vendor environments.
A working understanding of IT architecture across infrastructure and applications.
Strong verbal and written communication skills, with the ability to explain complex technical information to different audiences.
The ability to remain calm under pressure, make rapid decisions and lead cross-functional teams during critical situations.
Strong analytical and problem-solving skills, with the ability to quickly assess issues and determine the most effective course of action.
Excellent stakeholder and customer relationship management skills.
Strong presentation, documentation and report-writing capabilities.
A collaborative approach and the ability to work effectively across large, distributed teams.
ITIL Foundation certification.

Desirable

An Incident Management-specific certification.
A bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline

Culture and benefits

Join a team whereyou'llbe supported to grow your career,prioritiseyour wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits,we'recommitted to helping our people thrive both professionally and personally.

We'repassionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whetheryou'redeveloping new skills, tackling complex challenges, or collaborating with some of the best minds in the industry,you'llbe part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here