Major Incident Manager - Lead Fast, Cross-Functional Response

Datacom; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Paid parental leave

24/7 Employee Assistance Programme (D​

Ongoing learning and career growth

Employee discounts

Meaningful work

Job summary

Datacom is recruiting a Major Incident Manager in Australia to lead major incident responses end-to-end, coordinating cross-functional technical teams, vendors and stakeholders to restore services swiftly. The role emphasizes governance, reporting and continuous improvement across incident management processes.

The successful candidate will bring at least three years in a corporate IT environment, two years in Major Incident Management, and strong communication and problem-solving skills, with

Qualifications

• Three years’ experience in a corporate IT environment.
• Minimum of two years’ experience in Major Incident Management.
• Proven experience leading major incidents in complex, multi-vendor environments.
• Working understanding of IT architecture across infrastructure and applications.
• Strong verbal and written communication skills.
• Ability to stay calm under pressure, make rapid decisions and lead cross-functional teams.
• Strong analytical and problem-solving skills.
• Excellent stakeholder and customer relationship management skills.
• Strong presentation, documentation and report-writing capabilities.
• Collaborative approach across large, distributed teams.
• ITIL Foundation certification.

Responsibilities

• 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.

Skills

ITIL Foundation

Major Incident Mgmt

Incident leadership

Stakeholder management

Communication skills

Analytical skills

Cross-functional leadership

Education

Bachelor’s degree in IT or related

Job description

Datacom is recruiting a Major Incident Manager in Australia to lead major incident responses end-to-end, coordinating cross-functional technical teams, vendors and stakeholders to restore services swiftly. The role emphasizes governance, reporting and continuous improvement across incident management processes.

The successful candidate will bring at least three years in a corporate IT environment, two years in Major Incident Management, and strong communication and problem-solving skills, with