Lead coordination and resolution of high-impact IT incidents using ITIL best practices. Manage communications with technical teams, vendors, and stakeholders, ensure escalations and documentation, run post-incident reviews, implement lessons learned, maintain procedures and training, and participate in a 24/7 on-call rotation to minimise business disruption.
Our Purpose
Datacom is dedicated to connecting people and technology to solve complex challenges and foster innovation across Australia and New Zealand. We pride ourselves on building trusted relationships and delivering exceptional IT services to our clients.
Role Overview
As a Major Incident Manager at Datacom, you will play a critical role in managing high-impact incidents to ensure rapid resolution and minimal disruption to business operations. You will coordinate cross-functional teams, communicate effectively with stakeholders, and drive incident response improvements to enhance overall service reliability.
Key Responsibilities
- Lead the management and resolution of major incidents in accordance with ITIL best practices and Datacom policies.
- Coordinate communication between technical teams, vendors, and business stakeholders during major incidents.
- Ensure timely incident escalation and maintain accurate documentation throughout the incident lifecycle.
- Conduct post-incident reviews to identify root causes and preventative measures.
- Drive continuous improvement initiatives and implement lessons learned from major incidents.
- Maintain and update Major Incident Management procedures and training materials.
- Participate in on-call rotation to provide 24/7 support for critical incidents.
Work Environment
This role offers a hybrid working arrangement with a balance between office and remote work to support a healthy work-life balance.
Requirements
- Proven experience in Major Incident Management within an IT service management environment, preferably 3+ years.
- Strong knowledge of ITIL framework and incident management processes.
- Excellent communication and stakeholder management skills.
- Ability to lead high-pressure situations with decisiveness and calm.
- Experience using ITSM tools such as ServiceNow, Cherwell, or Remedy.
- Strong problem-solving and analytical skills.
- Flexibility to participate in on-call and after-hours support.
- Australian Citizenship is preferred due to customer requirements.
- Government security clearances (Baseline or NV1) highly regarded.
Benefits
Employee's at Datacom have access to a range of benefits including;
- Datacare: Our Employee Assistance Program Program enables our people and their immediate family to access confidential coaching and support services with qualified professionals.
- Health & Lifestyle: Everything from discounted gym memberships to flu shots, health assessments and discounted insurances.
- Finance & Super: These benefits include banking offers, superannuation packages, and financial support schemes.
- Discounts galore: Employees have access to a range from special offers and discounts from Car purchasing and travel to Tech equipment.
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