Major Incident Manager

Infosys; Sydney; Hybrid; AUD 129,000 - 142,000; Full time

Benefits offered by this job

Income protection

Hybrid work

Health discount

Gym memberships

Novated leasing

Parental leave

Volunteer leave

EAP

Job summary

Infosys is seeking a Major Incident Manager in Sydney to lead high-priority incident resolution end-to-end. You will drive crisis communication, coordinate multi‑vendor technical teams, and ensure rapid service restoration with minimal business impact.

Qualifications include strong ITIL expertise, incident and problem management experience, and excellent stakeholder management. Hands-on with ITSM tools such as ServiceNow is preferred. Flexible hybrid work arrangements are available.

Qualifications

• Must have strong ITIL knowledge and incident management experience.
• Ability to lead crisis situations and coordinate cross-team efforts.
• Excellent communication with stakeholders during high-pressure incidents.

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.
• Collaborate with Problem, Change, and Service Operations teams to improve stability.

Skills

ITIL

Incident management

Crisis management

Stakeholder management

ServiceNow

Multi-vendor coordination

Analytical thinking

Tools

ServiceNow

Job description

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 Employerin 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, Australia

Salary

AUD 129,311– 142,018 Annual Gross

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

Flexible working arrangements (hybrid, reviewed case‑by‑case basis).

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.

ADDITIONAL

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

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

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.