Company Description The NSW Police Force is the primary law enforcement agency for the state of New South Wales, serving diverse communities across metropolitan and regional areas. The organization maintains public safety, responds to emergencies, and works collaboratively with other agencies to prevent and investigate crime. NSW Police Force operates under strict protocols and legal frameworks, emphasizing integrity, accountability, and community engagement.

Team members contribute to a safe environment by supporting frontline operations and critical incident response across the Greater Sydney Area and beyond.

Role Description The Major Incident Manager is responsible for overseeing the coordination and resolution of significant operational incidents impacting NSW Police Force services and systems. In this full-time, on-site role based in the Greater Sydney Area, the Major Incident Manager leads incident response activities, including triage, impact assessment, escalation, and communication with stakeholders. The role involves chairing incident bridges, documenting timelines and decisions, and ensuring that incident actions are tracked through to resolution.

The Major Incident

Manager works closely with operational, ICT, and leadership teams to reduce disruption, maintain service continuity, and drive post-incident reviews and improvement initiatives. The position also includes developing and refining incident management processes, reporting on trends and performance,



and supporting readiness for large-scale or high-risk events.

Qualifications

- Demonstrated experience in major incident management, service operations, or critical event coordination in a complex, multi-stakeholder environment.
- Strong skills in incident triage, prioritization, and decision-making under pressure, with a focus on minimizing operational impact.
- Effective communication skills, including clear written reports, structured incident updates, and the ability to brief technical and non-technical stakeholders.
- Proven ability to lead cross-functional incident teams, facilitate meetings, and maintain calm and professional conduct during high-stress situations.
- Experience with IT service management or operational frameworks (e.g., ITIL, incident and problem management processes) is highly beneficial.
- Strong analytical skills to identify root causes, trends, and improvement opportunities, and to support post-incident reviews and action plans.
- High level of integrity, confidentiality, and adherence to policies, with an understanding of policing or public safety environments considered an advantage.
- Relevant qualifications in information technology, operations management, emergency management, or a related discipline, or equivalent practical experience.
- Ability to work in office in the Greater Sydney Area, including participation in on-call or after-hours incident response as required.

📌 Major Incident Manager (Sydney)
🏢 NSW Police Force
📍 Sydney