ITIL Major Incident Manager - Melbourne

AYAN InfoTech are looking for an ITIL Major Incident Manager to join an exciting project based in Melbourne. The role offers you the opportunity to contribute towards an extremely well structured and mature environment, working on sophisticated enhancement projects.

Role: ITIL Major Incident Manager
Location: Melbourne
Job Type: Permanent, full-time within our client's digital practise

Role Summary: The Major Incident Manager (MIM) is responsible for the end-to-end management of high severity / business critical IT incidents to ensure rapid service restoration with minimal business impact. The role leads incident bridges, coordinates cross functional teams, manages stakeholder communications, and drives post incident reviews aligned with ITIL Major Incident Management best practices.

Key Responsibilities:

• Major Incident - Handling Own and manage Severity 1 / Major Incidents from detection through closure.
• Strong hands on experience in Major Incident Management.
• Deep understanding of ITIL v3 / ITIL 4 Incident & Problem Management.
• Initiate and lead major incident bridges, ensuring clear command and control.
• Drive rapid service restoration while maintaining SLA and operational discipline.
• Incident Coordination & Command - Coordinate multiple resolver groups (network, infrastructure, applications, vendors).
• Ensure clear task ownership, timelines, and escalation paths during incidents.
• Act as the single point of authority during major incidents to avoid confusion and duplication.
• Stakeholder Communication - Provide timely, concise, and accurate updates to:
  • Business stakeholders
  • Senior leadership / executives
  • Service owners and customers
• Issue incident notifications, situation reports, and restoration updates using agreed communication protocols.
• Post Incident Review & RCA - Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA).
• Track corrective and preventive actions in collaboration with Problem Management.
• Ensure lessons learned are documented and embedded into processes.
• Problem & Continuous Improvement- Perform incident trend analysis to identify recurring issues.
• Contribute to reduction of repeat incidents through known error elimination.
• Recommend improvements to ITSM processes, monitoring, and response playbooks.
• Process & Governance - Ensure adherence to ITIL Major Incident Management processes.
• Maintain accurate incident records within ITSM tools.
• Support audits, service reviews, and operational governance forums.

Contact: 02 9412 4178 for more details.

www.ayaninfotech.com