About Us:
Infosys is a global leader in next-generation digital services and consulting.
Over 320,000 of our people work to amplify human potential and create the next chance for people, businesses and communities.
We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI.
We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem.
We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Visit to see how Infosys (NYSE: INFY) can help you navigate your next.
Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose.
As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
Join Infosys and be part of a culture that's not just promised—it's certified.
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Role Description:
Looking for Incident and problem coordinator.
Location:
Sydney, Australia
Salary:
AUD 90,********,861 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:
Ensure all incidents are accurately logged in ServiceNow and all date required for historical reporting is captured.
Analyze data to identify systemic issues and trends.
Own investigations into Major Incidents, creating Post Incident Reviews "PIR" and presenting them at a senior level.
Prioritize Problems collaboratively with stakeholders.




Help manage and assess SLAs and create/report on KPIs.
Accountable for the correct Prioritization of incident impact.
Lead on root cause analysis directing tasks to teams and holding them accountable to deadlines.
Work with teams to ensure remediation items are prioritized and completed.
Be the SPOC (Single Point of Contact) for Problem Management.
Assist Major Incident manager(s) throughout live incidents, including issuing communications and tracking start to end recovery actions.
Updating the backlog of problems and known errors in a timely manner, ensuring they are prioritised and are an accurate reflection of the problems.
Ensure related Incidents, Changes and Configuration Items are all correctly associated to Problems.
Identify potential problems and/or increasing trend of repetitive Incidents.
Interrogate data for trends and produce management reports and analysis of the data for Problems and Incidents.
Identify Incidents for review
Assisting with root cause analysis, identifying improvement opportunities and assisting in coordinating Technical Support groups.
Document post incident recovery steps produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible .
Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
Manage Knowledge articles related to workarounds & known errors
Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, P2 incidents
Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams




Confident communication skills with the ability to effectively tailor correspondence regarding technical issues to various audiences.
Strong organizational skills and ability to excel at multithreaded processing
Be a self-starter who is assertive but diplomatic, with the ability to prioritise workload and ability to influence Senior Managers.
Strong collaboration skills and a vested interest in developing a strong, diverse and impactful network.
A keen interest in helping promote lessons learned from incidents across the broader Engineering community.
Innovation and drive - someone who is happy to challenge the status quo and collaborate on processes within the team.
Curiosity - someone who is comfortable knowing what they don't know and has the drive to self-study to learn more.
Essential:
4 years or more experience of incident and problem management.
Understanding of the fundamentals of industry standard technologies and infrastructure such as: networking, cloud infrastructure, Agile processes, middleware, databases, and virtual infrastructure
Experience or Certification in ITIL v3 or V4 frameworks
Understanding of OLAs, SLAs, KPIs
Knowledge of CMDB and CI principles
Strong experience in using ServiceNow including performance analytics.
ADDITIONAL
Excellent customer-facing skills
Excellent written and verbal communication skills
Strong attention to detail and outstanding analytical and problem-solving skills.
In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)
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
Infosys is committed to diversity and inclusion.
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.
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📌 Incident Cordinator (Sydney)
🏢 Infosys
📍 Sydney