ITSM Specialist (Major Incident Manager)

Join NEC and lead the response to critical incidents while driving ITIL best practices across Incident, Problem, Change, Knowledge, and Service Management processes. You'll work closely with customers, operational teams, and leadership to minimise business impact, improve service performance, and deliver continual service improvement.

You will act as the central coordination point during Priority 1 and Priority 2 incidents, ensuring rapid restoration of services, clear stakeholder communications, and effective post-incident review outcomes. Representing the service integrator for internal and external service providers in a complex, multi-vendor environment, you'll drive service reliability, risk reduction, and continual service improvement initiatives aligned to ITIL frameworks.

Key Responsibilities

• Lead Priority 1 & 2 Major Incident response and stakeholder communications.

• Coordinate cross-provider incident activities and escalations.

• Ensure clear interfaces between incident and other practices.

• Facilitate Post Incident Reviews (PIRs) between one or more providers.

• Provide end-to-end visibility of practice performance, risks and trends.

• Identify and implement continual service improvement initiatives.

About you

You’ll be a highly organised and analytical ITSM professional who thrives in a fast paced, operational environment.

To Be Successful You'll Bring

• NV1 or Baseline Clearance

• 3-5+ years' experience in Major Incident Management, Service Operations, or a related IT Service Management role

• Experience responding to high-impact incidents within a rostered 24x7 major incident team

• Excellent stakeholder engagement and communication skills

Desirable Qualifications

• Relevant tertiary qualification

• ITIL and SIAM certification (Foundation or higher preferred)

Why NEC?

At NEC, we help organisations deliver technology solutions that improve lives and create a brighter future. You'll join a collaborative team that values innovation, continuous improvement, and service excellence while supporting critical customer environments.

What’s In It for You?

• Bonus & wellness days (after 6 months)

•  14 weeks paid parental leave

• Up to 4 paid volunteer days per year

• Discounts on health insurance, travel, entertainment & more

• Salary sacrificing options (car leasing, super, etc.)

• Employee Assistance Program – free, confidential support for you & your family

Ready to make an Impact?

Update your resume and show us how your applications experience aligns with this role. Tell us why you're the right fit. We want to see your expertise in action to give your application full consideration.

Apply today and let’s Orchestrating a Brighter World together!