Senior Major Incident Manager

Datacom; Western Australia; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Parental leave

Employee assistance

Learning & certs

Learning platforms

Recognition programs

Employee discounts

Meaningful work

Job summary

Datacom in Australia is seeking a Major Incident Manager to lead and coordinate responses to major incidents across the full lifecycle. You will unite technical teams, service management, vendors and stakeholders to drive timely resolution and informed decisions.

The role emphasizes governance, post-incident reviews, and continuous service improvement, with no direct reports but strong cross-functional leadership and customer engagement.

Qualifications

• At least three years’ experience within a corporate IT environment.
• Minimum of two years’ experience in Major Incident Management.
• Proven experience leading major incidents in multi‑vendor environments.
• Working understanding of IT architecture across infrastructure and applications.
• Strong verbal and written communication; ability to explain technical info to varied audiences.
• Ability to remain calm under pressure and lead cross‑functional teams.
• Certified in Incident Management.
• Bachelor’s degree in Business, IT, Science, Engineering, Economics or related discipline.

Responsibilities

• Serve as the primary point of contact during major incidents with clear leadership and a structured response.
• Coordinate technical teams and third‑party vendors to minimise impact and restore services quickly.
• Lead incident triage calls and track progress to resolution.
• Provide timely updates to customers, senior management and stakeholders.
• Ensure incident records are accurate and updated throughout the lifecycle.
• Manage escalations per the escalation process.
• Produce post‑incident reports and lead lessons‑learned reviews.
• Govern Major Incident Management processes across support teams.
• Collaborate with Problem, Change, Service Desk and Delivery teams.
• Maintain incident playbooks and documentation.
• Participate in the Major Incident Management on‑call roster.

Skills

Major Incident Management

Cross-functional leadership

Incident response coordination

Stakeholder communication

Education

Bachelor’s degree in Business, IT, Science, Engineering, Economics or related discipline

Tools

Incident Management certification

Job description

Datacom in Australia is seeking a Major Incident Manager to lead and coordinate responses to major incidents across the full lifecycle. You will unite technical teams, service management, vendors and stakeholders to drive timely resolution and informed decisions.

The role emphasizes governance, post-incident reviews, and continuous service improvement, with no direct reports but strong cross-functional leadership and customer engagement.