Senior Incident Leader — ITSM & Service Resilience

Kinetic IT; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work options

Health and wellness resources

Employee discounts platform

Discounted gym membership

Job summary

Kinetic IT is seeking an experienced Major Incident Manager to lead the end-to-end incident lifecycle on the Qantas & Jetstar account. This on-site Sydney role focuses on major incidents, coordinating technical resolver groups and stakeholders, and ensuring rapid service restoration.

You will work with Problem, Change and Service Management teams, driving continuous improvement and governance while maintaining clear, timely communications with customers and key suppliers.

Qualifications

• Experience leading end-to-end incident management in complex ITSM/SIAM environments.
• Strong communication and coordinating skills with technical teams and stakeholders.
• Proven track record of managing P1/P2 major incidents in 24/7 operations.

Responsibilities

• Lead end-to-end major incidents (P1/P2) and coordinate resolution.
• Set up major incident bridges with technical teams, suppliers and stakeholders.
• Provide leadership and clear communication during incidents.
• Drive actions, owners and timeframes for resolver groups.
• Maintain incident records and stakeholder updates.
• Collaborate with Problem, Change and Service Management teams.

Skills

Incident management

ServiceNow

Power BI

Stakeholder management

Documentation

Communication skills

Education

ITIL Foundation certification

Tools

ServiceNow

Power BI

Job description

Kinetic IT is seeking an experienced Major Incident Manager to lead the end-to-end incident lifecycle on the Qantas & Jetstar account. This on-site Sydney role focuses on major incidents, coordinating technical resolver groups and stakeholders, and ensuring rapid service restoration.

You will work with Problem, Change and Service Management teams, driving continuous improvement and governance while maintaining clear, timely communications with customers and key suppliers.