Senior Major Incident Leader — ITIL & War Room Expert

Infosys Limited; Sydney; Hybrid; AUD 109,000 - 120,000; Full time

Job summary

Infosys Limited in Sydney is seeking a Major Incident Manager to lead end‑to‑end resolution of high‑priority incidents, coordinating crisis war rooms and multi‑vendor teams. The role focuses on rapid service restoration, clear communication, and rigorous incident governance.

You will drive incident analysis, RCA completion, and post‑incident reviews, while maintaining logs and reports for leadership. Hybrid work is available.

Qualifications

• Strong understanding of ITIL processes (Incident, Problem, Change).
• Experience managing major incidents in complex, multi‑vendor environments.
• Excellent communication, coordination, and decision‑making abilities.
• Skilled at stakeholder management and crisis handling.
• Hands‑on experience with ITSM tools (ServiceNow preferred).
• Strong analytical and decision‑making abilities.

Responsibilities

• Lead major incidents from initiation to closure with urgency and clarity.
• Drive war rooms/bridge calls, coordinating multiple technical teams to restore service quickly.
• Perform impact analysis and ensure accurate incident categorization and prioritization.
• Provide timely stakeholder communication, executive updates, and post‑incident summaries.
• Ensure RCA is completed on time and facilitate Post‑Incident Review meetings.
• Track and follow up on corrective and preventive actions to prevent recurrence.
• Maintain Major Incident logs, dashboards, and reports for leadership.
• Ensure adherence to ITIL incident management processes and service SLAs.
• Collaborate with Problem, Change, and Service Operations teams to improve stability.
• Identify process gaps and recommend enhancements to improve incident response and MTTR.

Skills

ITIL knowledge

Major incidents

Stakeholder management

Crisis management

ServiceNow

Communication

Analytical thinking

Decision making

Tools

ITSM tools

Job description

Infosys Limited in Sydney is seeking a Major Incident Manager to lead end‑to‑end resolution of high‑priority incidents, coordinating crisis war rooms and multi‑vendor teams. The role focuses on rapid service restoration, clear communication, and rigorous incident governance.

You will drive incident analysis, RCA completion, and post‑incident reviews, while maintaining logs and reports for leadership. Hybrid work is available.