Major Incident Manager: Lead Critical Incident Response

Datacom Connect; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Paid parental leave

Employee assistance program

Career development opportunities

Learning platforms access

Employee discounts

Job summary

Datacom Connect is seeking a Major Incident Manager to lead and coordinate responses to major incidents across the full lifecycle. You will act as the central contact, bringing together technical teams, vendors and stakeholders to drive timely resolution and informed decision‑making.

You will strengthen incident management practices through reporting, post‑incident reviews, governance and continuous service improvement.

Qualifications

• At least three years’ experience within a corporate IT environment.
• A minimum of two years’ experience in Major Incident Management.
• ITIL Foundation certification (required).

Responsibilities

• Serve as the primary point of contact during major incidents with structured leadership.
• Coordinate technical teams and third‑party vendors to restore services quickly.
• Lead incident triage calls and track actions through to resolution.
• Provide clear, consistent, timely updates to customers, senior management and vendors.
• Ensure major incident records are accurate and updated throughout the lifecycle.
• Manage escalations in line with the escalation process.
• Produce post‑incident reports and drive lessons learned and continuous improvement.
• Maintain governance of the Major Incident Management process across teams.
• Collaborate with Problem, Change, Service Desk and Delivery to support handovers.
• Participate in the Major Incident Management on‑call roster.

Skills

Incident management

Leadership

Stakeholder management

Documentation

Communication

Problem-solving

Cross-functional leadership

Education

Bachelor’s degree in Business/IT/Engineering/Science

Job description

Datacom Connect is seeking a Major Incident Manager to lead and coordinate responses to major incidents across the full lifecycle. You will act as the central contact, bringing together technical teams, vendors and stakeholders to drive timely resolution and informed decision‑making.

You will strengthen incident management practices through reporting, post‑incident reviews, governance and continuous service improvement.