Major Incident Manager | Wellington

Datacom; New Zealand; On-site; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Parental leave

EAP DataCare

Learning & development

Career development

Recognition program

Employee discounts

Financial wellbeing

Job summary

Datacom in Wellington is seeking a seasoned Major Incident Manager to lead and coordinate rapid responses to major IT incidents across the full lifecycle. You will act as the central point of contact, aligning technical teams, vendors, and stakeholders to deliver timely resolutions.

This role emphasises incident governance, post-incident reviews, and continuous improvement, with no direct reports but strong cross-functional leadership and clear communication with customers and senior management.

Qualifications

• Three+ years in a corporate IT environment.
• Two+ years in Major Incident Management.
• Proven experience leading major incidents in multi-vendor environments.
• Understanding of IT architecture across infrastructure and applications.
• Strong verbal and written communication, stakeholder management.
• ITIL Foundation certification.

Responsibilities

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

Skills

ITIL Foundation

Cross-functional leadership

Incident management

Education

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

Job description

Major Incident Manager | Wellington

Company : Datacom Job Type : Full Time New Zealand

Job Description - Major Incident Manager | Wellington

About us

At Datacom, we combine technology,expertise, and talented people to helporganisationsthrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whetherwe'resupporting governments, enterpriseorganisations, or growing businesses,we'recommitted to creating meaningful outcomes for our customers, communities, and each other.

About the role

As a Major Incident Manager, you will lead and coordinate the response to major incidents throughout the full incident lifecycle. Acting as the central point of contact, you will bring together technical teams, service management functions, vendors and key stakeholders to drive timely resolution and effective decision-making.

Alongside managing live incidents, you will strengthen incident management practices through accurate reporting, post-incident reviews, process governance and continuous service improvement. The position does not have direct reports but requires strong cross‑functional leadership and the confidence to engage with customers and senior management.

Due to the requirements of our customers, applicants for this role must hold New Zealand Citizenship

What you’ll do

• Serve as the primary point of contact during major incidents, providing clear leadership and a structured response.
• Coordinate technical teams and third-party vendors to minimise service impact and restore services as quickly as possible.
• Lead incident triage calls, assign actions and track progress through to resolution.
• Provide clear, consistent and timely updates to customers, senior management, vendors and other key stakeholders.
• Ensure major incident records are accurate, comprehensive and updated throughout the incident lifecycle.
• Manage escalations in line with the agreed escalation process.
• Produce post-incident reports and lead reviews focused on lessons learned and continuous improvement.
• Maintain governance of the Major Incident Management process and promote compliance across support teams.
• Work closely with Problem Management, Change Management, Service Desk, Service Delivery and technical teams to support effective handovers and service recovery.
• Keep incident management playbooks and supporting documentation current and accessible.
• Participate in the Major Incident Management on-call roster.

What you’ll bring

• At least three years’ experience within a corporate IT environment, gained in either a business or technical capacity.
• A minimum of two years’ experience in Major Incident Management.
• Proven experience leading major incidents in complex, multi-vendor environments.
• A working understanding of IT architecture across infrastructure and applications.
• Strong verbal and written communication skills, with the ability to explain complex technical information to different audiences.
• The ability to remain calm under pressure, make rapid decisions and lead cross‑functional teams during critical situations.
• Strong analytical and problem‑solving skills, with the ability to quickly assess issues and determine the most effective course of action.
• Excellent stakeholder and customer relationship management skills.
• Strong presentation, documentation and report‑writing capabilities.
• A collaborative approach and the ability to work effectively across large, distributed teams.
• ITIL Foundation certification.

Desirable

• An Incident Management-specific certification.
• A bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline

Culture and benefits

Join a team whereyou'llbe supported to grow your career,prioritiseyour wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits,we'recommitted to helping our people thrive both professionally and personally.

We'repassionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whetheryou'redeveloping new skills, tackling complex challenges, or collaborating with some of the best minds in the industry,you'llbe part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee AssistanceProgramme(DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognitionprogrammesthat celebrategreat work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact