Major Incident Manager - Cross-Functional Incident Leader

Datacom Connect; Adelaide; On-site; AUD 120,000 - 180,000; Full time

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

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.