Principal Consultant

About Us:

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Role Description: The Major Incident Management Team / Operations Lead is accountable for leading the Major Incident Management capability, team operations, and service restoration governance across a multi-supplier SIAM ecosystem. The role provides operational leadership for Major Incident resources, ensures consistent execution of the Major Incident process, maintains communications discipline during critical service disruptions, and drives supplier accountability, service resilience, and continual improvement.

Location: Sydney

Salary:  AUD 150,742– 171,215 Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities:

• Lead the Major Incident Management team across shifts or operating windows, ensuring effective coverage, handovers, workload balancing, and adherence to agreed operating procedures.
• Own day-to-day Major Incident operations for P1/P2 and selected high-priority incidents, ensuring rapid business service restoration across suppliers, service towers, and support teams.
• Act as the operational escalation point for Major Incident Managers, removing blockers, guiding decision-making, and ensuring consistent incident command practices.
• Oversee Major Incident bridges, executive communications, escalation management, and stakeholder updates to ensure timely, clear, and business-aligned communication throughout the incident lifecycle.
• Ensure incidents are accurately logged, categorized, prioritized, escalated, and maintained in ServiceNow or equivalent ITSM platforms, with complete data for reporting, auditability, and trend analysis.
• Monitor live incident progress, supplier responsiveness, and restoration actions, proactively challenging delays and ensuring recovery activities are completed within agreed timelines.
• Drive cross-supplier accountability by coordinating investigations, enforcing collaboration across providers, and aligning actions to contractual obligations, SLAs, OLAs, XLAs, and KPIs.
• Lead operational governance for Major Incident Management, including daily or weekly reviews, aged action tracking, service restoration performance reviews, and client governance forums.
• Facilitate or oversee Post Incident Reviews, ensuring root cause inputs, lessons learned, improvement actions, and business impact summaries are presented to relevant stakeholders.
• Partner with Problem Management, Change Management, Service Level Management, and Service Continuity teams to convert incident insights into systemic fixes, risk reduction, and resilience improvements.
• Analyze incident trends, supplier performance, communication quality, and operational metrics to identify recurring risks and opportunities for service improvement.
• Develop, maintain, and continuously improve Major Incident Management processes, playbooks, runbooks, communication templates, escalation matrices, and governance artefacts aligned with SIAM principles.
• Produce and present operational reports, management dashboards, KPI packs, service insights, and continual improvement recommendations for client and internal leadership.
• Coach, mentor, and develop Major Incident Managers, promoting calm command behavior, high-quality stakeholder communication, structured problem solving, and knowledge sharing.
• Contribute to SIAM maturity by identifying opportunities for automation, process optimization, knowledge reuse, collaboration tooling, and improved service integration practices.

• Strong operations leadership experience with the ability to manage Major Incident teams, shift coverage, escalations, and high-pressure service restoration scenarios.
• Excellent stakeholder management and executive communication skills, including the ability to create concise, business-focused incident updates.
• Proven ability to influence suppliers, internal teams, and senior stakeholders without direct authority in a complex multi-vendor environment.
• Strong facilitation, decision-making, negotiation, and conflict-resolution skills during critical incidents and crisis situations.
• Analytical and data-driven approach to incident performance, supplier accountability, trend analysis, and continual service improvement.
• Highly organized with the ability to manage multiple live incidents, team priorities, governance actions, and reporting deadlines simultaneously.
• Strong understanding of IT infrastructure, cloud platforms, applications, middleware, databases, networks, monitoring, and service dependencies.
• Good understanding of CMDB, Service Mapping, Configuration Management, business services, and impact assessment principles.
• Advanced working knowledge of ServiceNow ITSM or equivalent platforms, including Incident, Major Incident, Problem, CMDB, Reporting, and Performance Analytics.
• Calm, assertive, diplomatic, and outcome-focused leadership style with a strong commitment to operational excellence and knowledge sharing.

• Minimum 12+ years of experience in Major Incident Management, IT Service Management, SIAM, service operations, or related technology operations roles.
• Minimum 3+ years of experience leading or supervising Major Incident, Incident Management, or IT operations teams is preferred.
• Experience operating in multi-supplier, SIAM, managed services, or large enterprise technology environments.
• Strong understanding of ITIL 4 practices, especially Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Level Management, Continual Improvement, and Service Continuity.
• Experience managing supplier performance against SLAs, OLAs, XLAs, KPIs, contractual commitments, and operational governance expectations.
• Experience in business continuity, disaster recovery, operational resilience, crisis management, or command-center operations is highly desirable.
• ITIL 4 certification is preferred. SIAM, ServiceNow, cloud, or operational resilience certifications are advantageous.

• Timely and effective restoration of business-critical services during Major Incidents.
• Consistent quality of incident command, stakeholder communication, and executive updates.
• Improved supplier responsiveness, action closure, and cross-provider collaboration.
• Reduction in repeat Major Incidents through effective PIR actions and Problem Management linkage.
• Improved reporting quality, operational discipline, process adherence, and team capability maturity.

1. Excellent customer-facing skills
2. Excellent written and verbal communication skills
3. Strong attention to detail and outstanding analytical and problem-solving skills.

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile.  All recruitment activity must be coordinated through the Talent Acquisition department.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”