Sydney-Based Major Incident Leader

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

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid)

Health Insurance Discount and Well‑be‑

Well-being Program

Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys in Sydney is seeking a Major Incident Manager to lead end-to-end resolution of high-priority incidents, coordinating across vendor and internal teams to restore services swiftly. The role demands crisis leadership, proactive communication, and strong ITIL discipline.

You will drive war rooms, manage stakeholder updates, and ensure post-incident reviews with clear RCA and preventive actions. Flexible hybrid work arrangements are available, and a focus on service stability will be key.

Qualifications

• Proven experience managing major incidents in multi-vendor environments.
• Strong knowledge of ITIL incident, problem and change processes.
• Excellent communication, coordination 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 processes

Major incident management

Stakeholder management

Crisis handling

Communication skills

ServiceNow

Tools

ServiceNow

Job description

Infosys in Sydney is seeking a Major Incident Manager to lead end-to-end resolution of high-priority incidents, coordinating across vendor and internal teams to restore services swiftly. The role demands crisis leadership, proactive communication, and strong ITIL discipline.

You will drive war rooms, manage stakeholder updates, and ensure post-incident reviews with clear RCA and preventive actions. Flexible hybrid work arrangements are available, and a focus on service stability will be key.