Senior Major Incident Manager | Sev1/2, RCA & Crisis Lead

Singtel Group; Melbourne; On-site; Confidential; Full time

Job summary

State Street in Darwin is seeking a Level 3 Product Technical Support Incident Manager to own end-to-end lifecycle of Sev1/Sev2 incidents across the SaaS APAC estate. You will coordinate Support, L3/L4, SaaS Ops, DevOps and Infrastructure to a single resolution path, ensuring timely updates and a durable RCA with preventive actions.

The role emphasizes structured incident command, clear stakeholder communication, and cross-team governance, with periodic off-hours support and strong ITSM tooling

Qualifications

• 7+ years in IT service management or production operations with major-incident command experience.
• Strong grasp of ITIL incident, problem, and change-management disciplines (certification preferred).
• Hands-on with ITSM tooling (e.g. ServiceNow, Salesforce, Jira) and logs/dashboards.

Responsibilities

• Incident command – Own the major-incident process with cross-team coordination.
• Severity & impact assessment – Determine severity and response cadence.
• Communications ownership – Be the exec-level voice for status updates.
• Coordination & de-confliction – Identify SMEs and avoid duplicate streams.
• Timeline & audit trail – Maintain incident timeline and decisions log for reviews.
• Escalation management – Decide when to escalate and engage teams.
• Post-incident review – Chair blameless post-mortems and track actions.
• Problem management – Convert incidents into problem records for remediation.

Skills

Incident command

ITIL framework

Stakeholder management

Clear communication

Root-cause analysis

Post-incident reviews

Continuous improvement

Business impact thinking

Education

B.S. in technical or business

Tools

ServiceNow

Salesforce

Jira

Job description

State Street in Darwin is seeking a Level 3 Product Technical Support Incident Manager to own end-to-end lifecycle of Sev1/Sev2 incidents across the SaaS APAC estate. You will coordinate Support, L3/L4, SaaS Ops, DevOps and Infrastructure to a single resolution path, ensuring timely updates and a durable RCA with preventive actions.

The role emphasizes structured incident command, clear stakeholder communication, and cross-team governance, with periodic off-hours support and strong ITSM tooling