Major Incident Coordinator

Job description

We’re on the lookout for a Major Incident Coordinator to join the Kinetic IT team on a 24/7 rotating roster. In this role, you’ll play a critical part in coordinating the prioritisation and resolution of major incidents within a large-scale Federal Government environment. Your primary focus will be restoring services for priority incidents, ensuring timely resolution and a quality customer experience. You’ll also contribute to reducing the frequency and impact of major incidents by monitoring trends and driving continual improvements within the environment. Responsibilities will include: - Providing critical updates and coordination on high-priority incidents. - Acting as a point of technical escalation for the team. - Building and maintaining strong customer relationships to ensure transparency and trust. - Mentorship of junior staff and new hires to enhance team capability. - Raising incidents with the appropriate priority and escalation to maintain core infrastructure availability. - Developing and maintaining work instructions and ITSM knowledge base articles for first-level troubleshooting. - Contributing to improving and expanding the knowledge base. What you’ll bring to the...