Major Incident Manager (MIM)

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

Job summary

Affix in Melbourne is seeking a hands-on Major Incident Manager to own major incidents, drive problem management and oversee change processes across a complex, multi-business environment. You will coordinate technical teams, manage stakeholder communications, and ensure timely resolution while minimising business disruption.

The role requires around five years of relevant experience, ITIL knowledge, and strong collaboration across IT, cyber, and business teams.

Qualifications

• 5+ years managing major incidents in a complex tech environment.
• Experience with problem and change management in retail/logistics domains.
• Strong ITIL knowledge and ITSM tooling experience.

Responsibilities

• Lead major incident response and coordinate technical teams.
• Communicate updates to senior stakeholders.
• Facilitate post-incident reviews and root-cause analysis.
• Drive corrective actions and preventative measures.
• Oversee CAB and change governance.
• Monitor service performance and incident trends.
• Engage with cyber, infrastructure, and business teams.

Skills

Incident management

Problem management

Change management

ITIL knowledge

Stakeholder comms

Splunk

Leadership under pressure

Tools

Splunk

ITSM tools

Job description

We’re partnering with a leading publicly listed Australian consumer business with a diverse portfolio spanning the retail, wholesale and logistics industries. With a broad network of businesses, complex technology environments and ongoing transformation, it is essential keeping business operations running smoothly.

This is an opportunity to join a high-profile, influential technology team where you’ll build relationships across the business, work closely with senior stakeholders and make a tangible impact on service reliability and operational resilience.

The Role

As a Major Incident Manager,you’ll take ownership of major incidents, drive effective problem management and oversee change processes across a complex, multi-business environment.

When a major incident occurs, you’ll be the person bringing the right people together, coordinating technical teams, allocating workstreams and keeping stakeholders informed.

You’ll need to stay calm under pressure, ask the right questions and drive teams towards resolution while minimising business disruption.

Your responsibilities will include:

• Leading major incident response, coordinating technical teams and driving timely resolution.
• Managing stakeholder communications, including updates to senior business and technology leaders.
• Facilitating post-incident reviews, root cause analysis and follow-up actions.
• Driving problem management to address recurring issues, document known errors and implement preventative measures.
• Overseeing change governance, risk assessments, Change Advisory Board (CAB) meetings and post-implementation reviews.
• Monitoring service performance, SLAs and incident trends to identify opportunities for improvement.
• Continuously improving ITSM processes, documentation, reporting and operational practices.
• Supporting technology readiness and response activities for business emergency management exercises.
• Building strong relationships across technology, cyber, infrastructure, business teams and third-party providers.

This is a hands-on, highly visible role suited to someone who enjoys taking ownership, working through complex technical issues and making things better rather than simply following a process.

What You Bring To The Role

You’re someone who takes initiative, thrives under pressure and naturally steps up when things get complicated.

You’re curious about how things work, want to understand the root cause of problems and have the confidence to bring people together to get results.

You’ll ideally bring:

• Around five years’ experience across major incidents with some experience in problem and change management
• A background in a complex corporate technology environment, enterprise scale, ideally within retail, wholesale or logistics
• Strong ITIL knowledge and practical experience working with ITSM processes and tools.
• Proven experience coordinating major incidents, managing competing priorities and communicating clearly with stakeholders at all levels.
• Experience facilitating post-incident reviews, root cause analysis and driving corrective and preventative actions.
• An understanding of change governance, risk management and continuous service improvement.
• Experience with monitoring and observability tools such as Splunk.
• The ability to engage confidently with technical teams, including infrastructure, networking and cyber.
• Strong analytical, problem-solving and communication skills, with excellent written and verbal English.
• A proactive, adaptable and outcomes-focused approach, with the confidence to challenge, influence and drive accountability.

Above all, we’re looking for someone who takes ownership, runs towards a problem rather than away from it, and is motivated to improve the way things operate.

The role is Melbourne based and must-have Australian working rights in hand. No sponsorship or visa support provided.

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