About us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive 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.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed 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 where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.
We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be 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 Assistance Programme (DataCare)
- Ongoing learning, certifications, and career development opportunities
- Access to industry-leading learning platforms and future skills training
- Recognition programmes that celebrate great work
- Great employee discounts and financial wellbeing benefits
- Meaningful work that makes a real impact
Skills Required
- New Zealand citizenship
- At least three years of experience in a corporate IT environment
- At least two years of experience in Major Incident Management
- Experience leading major incidents in complex, multi-vendor environments
- Working understanding of IT architecture across infrastructure and applications
- Strong verbal and written communication skills
- Ability to remain calm under pressure, make rapid decisions, and lead cross-functional teams
- Strong analytical and problem-solving skills
- Excellent stakeholder and customer relationship management skills
- Strong presentation, documentation, and report-writing capabilities
- Collaborative approach and ability to work across large, distributed teams
- ITIL Foundation certification
- Incident Management-specific certification
- Bachelor's degree in Business, IT, Science, Engineering, Economics, or a related discipline
Datacom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Datacom and has not been reviewed or approved by Datacom.
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Healthcare Strength — Healthcare support includes complimentary health insurance packages in Australia and New Zealand alongside employee assistance programs. Wellbeing resources and on‑site meditation rooms are highlighted as part of the offering.
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Wellbeing & Lifestyle Benefits — Flexible and remote work support, plus discounts on gyms, travel, and selected retailers, are prominently featured. The package emphasizes work–life balance and lifestyle support alongside core benefits.
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Flexible Benefits — Flexible working is promoted across locations, with hybrid/remote arrangements positioned as standard practice where feasible. Benefits are framed as locally tailored by country and business unit, reflecting adaptability to context.
Datacom Insights
What We Do
Datacom is Australasia's largest home-grown tech company. Drawing on the experience of over 6500 staff in 24 locations around the globe, we work with a full range of clients, from small start-ups through to government agencies and multinational corporations, to explore and extract the hidden value in their systems. We bring together over half a century of know-how, the right technology and the knowledge and creativity of our people, to deliver sustainable solutions to our customers’ greatest challenges. With our team of dedicated professionals, we work with leading partners to deliver the solutions that are right for our customers – that solve their issues and enhances their businesses. We design, build and run IT systems and processes across operations, cybersecurity, cloud, digital platforms, payroll and enterprise applications. We deliver customer care services and operate mission-critical infrastructure with best-in-class data centre facilities – Datacom delivers on the promise: practical imagination.
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