Major Incident Manager

About the role

Datacom, an Australasian technology provider, is hiring a Major Incident Manager in Perth. You will lead and coordinate the response to major incidents across the full incident lifecycle, acting as the central point of contact between technical teams, service management, vendors and stakeholders. The role has no direct reports but needs strong cross-functional leadership and engagement with customers and senior management. Applicants must hold Australian citizenship.

Key responsibilities

• Serve as the primary point of contact during major incidents, giving clear leadership and a structured response.
• Coordinate technical teams and third-party vendors to restore services quickly and minimise service impact.
• Lead incident triage calls, assign actions and track progress to resolution.
• Give clear, consistent and timely updates to customers, senior management, vendors and other stakeholders.
• Keep incident records accurate and up to date throughout the lifecycle.
• Manage escalations according to 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 keep playbooks and documentation current.
• Work with Problem Management, Change Management, Service Desk, Service Delivery and technical teams, and join the on-call roster.

Required profile

• At least three years' experience in a corporate IT environment, in business or technical capacity.
• A minimum of two years' experience in Major Incident Management.
• Proven experience leading major incidents in complex, multi-vendor environments.
• Working knowledge of IT architecture across infrastructure and applications.
• ITIL Foundation certification; an Incident Management-specific certification is desirable.
• Bachelor's degree in Business, IT, Science, Engineering, Economics or a related discipline is desirable.

Required skills

• Strong verbal and written communication, able to explain complex technical information to different audiences.
• Calmness under pressure, quick decision-making and leadership of cross-functional teams.
• Analytical and problem-solving skills, and strong stakeholder and customer relationship management.
• Presentation, documentation and report-writing capabilities.

What we offer

• Paid parental leave and 24/7 Employee Assistance Programme (DataCare).
• Ongoing learning, certifications and career development, including access to learning platforms.
• Recognition programmes, employee discounts and financial wellbeing benefits.