Major Incident Manager

Kinetic IT; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work options

Health and wellness resources

Employee discounts platform

Discounted gym membership

Job summary

Kinetic IT is seeking an experienced Major Incident Manager to lead the end-to-end incident lifecycle on the Qantas & Jetstar account. This on-site Sydney role focuses on major incidents, coordinating technical resolver groups and stakeholders, and ensuring rapid service restoration.

You will work with Problem, Change and Service Management teams, driving continuous improvement and governance while maintaining clear, timely communications with customers and key suppliers.

Qualifications

• Experience leading end-to-end incident management in complex ITSM/SIAM environments.
• Strong communication and coordinating skills with technical teams and stakeholders.
• Proven track record of managing P1/P2 major incidents in 24/7 operations.

Responsibilities

• Lead end-to-end major incidents (P1/P2) and coordinate resolution.
• Set up major incident bridges with technical teams, suppliers and stakeholders.
• Provide leadership and clear communication during incidents.
• Drive actions, owners and timeframes for resolver groups.
• Maintain incident records and stakeholder updates.
• Collaborate with Problem, Change and Service Management teams.

Skills

Incident management

ServiceNow

Power BI

Stakeholder management

Documentation

Communication skills

Education

ITIL Foundation certification

Tools

ServiceNow

Power BI

Job description

We're looking for an experienced Major Incident Manager to join the Qantas & Jetstar Account. In this role, you'll lead the end-to-end Incident Management lifecycle. You'll take charge during major incidents, coordinate technical teams and stakeholders, keep communication clear and consistent, and make sure everyone stays focused on getting services back up and running.

You'll work closely with teams across Problem Management, Change Management, Service Management, technical resolver groups and key suppliers to drive effective incident outcomes and continuous improvement.

This is a fully onsite role based in Sydney, working in a 24/7 environment.

As an Incident Manager, you'll:

• Lead end-to-end P1 and P2 major incidents, minimising business impact and restoring services quickly.
• Set up and manage major incident bridges, engaging the right technical teams, suppliers and stakeholders.
• Provide clear leadership, direction and coordination throughout major incidents, independent of technical troubleshooting.
• Drive resolution by assigning actions, owners and timeframes to resolver groups.
• Deliver clear, timely stakeholder communications and maintain accurate incident records.
• Build strong relationships with technical teams, service owners, suppliers and key stakeholders.
• Ensure effective shift handovers, incident governance and continuous process improvement.
• Support coaching, knowledge sharing and team development, while demonstrating strong judgement and leadership under pressure.
• Drive service reliability, operational resilience, and continuous improvement through effective Incident Management practices.
• Ensure compliance with business, contractual, ITIL, governance, and process requirements.
• Build strong relationships and collaborate with cross-functional teams, technical stakeholders, service providers, and customer representatives to achieve high-quality outcomes.

What you'll bring to the table:

• Proven experience managing the end-to-end Incident Management process within a complex ITSM or SIAM environment.
• Strong hands-on experience with ServiceNow is essential, with Power BI experience advantageous.
• ITIL Foundation certification is advantageous, along with a solid understanding of IT Service Management (ITSM)
• Excellent verbal and written communication skills.
• Strong documentation and reporting skills.
• A proactive mindset, strong attention to detail, and the ability to manage competing priorities.
• A collaborative and customer-focused approach, with strong stakeholder management and relationship-building skills.

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.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.