- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
- We have 120+technocrats in Australia working at our clientlocations.
- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

Job description: ITIL MajorIncident Manager (ITIL 3 / ITIL 4)

JD- Major Incident Manager – Job Description

Role Summary

The Major Incident Manager (MIM) is responsiblefor the end-to-end management of high‑severity / business‑critical ITincidents to ensure rapid service restoration with minimal business impact.The role leads incident bridges, coordinates cross‑functional teams, managesstakeholder communications, and drives post‑incident reviews aligned with ITILMajor Incident Management best practices.

Key Responsibilities

Major Incident Handling

- Own andmanage Severity 1 / Major Incidents from detection through closure.
- Initiateand lead major incident bridges, ensuring clear command andcontrol.
- Driverapid service restoration while maintaining SLA and operationaldiscipline.
- Coordinatemultiple resolver groups (network, infrastructure, applications, vendors).
- Ensureclear task ownership, timelines, and escalation paths during incidents.
- Act asthe single point of authority during major incidents to avoidconfusion and duplication.

Stakeholder Communication

- Provide timely, concise, and accurate updates to:
- Businessstakeholders




- Seniorleadership / executives
- Serviceowners and customers
- Issueincident notifications, situation reports, and restoration updates usingagreed communication protocols.
- Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA).
- Trackcorrective and preventive actions in collaboration with ProblemManagement.
- Ensurelessons learned are documented and embedded into processes.

Problem & ContinuousImprovement

- Performincident trend analysis to identify recurring issues.
- Contributeto reduction of repeat incidents through known error elimination.
- Recommendimprovements to ITSM processes, monitoring, and response playbooks.

Process & Governance

- Ensureadherence to ITIL Major Incident Management processes.
- Maintainaccurate incident records within ITSM tools.
- Supportaudits, service reviews, and operational governance forums.

Technical & Process Skills

- Stronghands‑on experience in Major Incident Management.
- Deepunderstanding of ITIL v3 / ITIL 4 Incident & Problem Management.
- Experiencewith ITSM tools such as:
- ServiceNow
- BMCRemedy
- JiraService Management.
- Abilityto operate calmly in high‑pressure, 24x7 environments.
- Solid command,coordination, and decision‑making skills.
- Excellentstakeholder management and executive communication capability.
- Analyticalmindset with focus on prevention and service resilience.

Typical KPIs / SuccessMeasures

- MeanTime to Restore Service (MTRS).
- SLAcompliance for Major Incidents.
- Qualityand timeliness of stakeholder communication.
- Effectivenessof RCA and closure of corrective actions.

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📌 ITIL Major Incident Manager (Melbourne)
🏢 XPT Software
📍 Melbourne