Major Incident Management Lead

About this role

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 opportunity for people, businesses and communities. We enable clients in 59 countries to navigates 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 www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.

Recognized as the #1 Top Employerin 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. #TopEmployer2026 #ThriveAtInfosys

*Role Description:*The Major Incident Management Team / Operations Lead is accountable for leading the Major Incident Management capability, team operations, and service restoration governance across a multi-supplier SIAM ecosystem. The role provides operational leadership for Major Incident resources, ensures consistent execution of the Major Incident process, maintains communications discipline during critical service disruptions, and drives supplier accountability, service resilience, and continual improvement.

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

• Lead the Major Incident Management team across shifts or operating windows, ensuring effective coverage, handovers, workload balancing, and adherence to agreed operating procedures.
• Own day-to-day Major Incident operations for P1/P2 and selected high-priority incidents, ensuring rapid business service restoration across suppliers, service towers, and support teams.
• Act as the operational escalation point for Major Incident Managers, removing blockers, guiding decision-making, and ensuring consistent incident command practices.
• Oversee Major Incident bridges, executive communications, escalation management, and stakeholder updates to ensure timely, clear, and business-aligned communication throughout the incident lifecycle.
• Ensure incidents are accurately logged, categorized, prioritized, escalated, and maintained in ServiceNow or equivalent ITSM platforms, with complete data for reporting, auditability, and trend analysis.
• Monitor live incident progress, supplier responsiveness, and restoration actions, proactively challenging delays and ensuring recovery activities are completed within agreed timelines.
• Drive cross-supplier accountability by coordinating investigations, enforcing collaboration across providers, and aligning actions to contractual obligations, SLAs, OLAs, XLAs, and KPIs.
• Lead operational governance for Major Incident Management, including daily or weekly reviews, aged action tracking, service restoration performance reviews, and client governance forums.
• Facilitate or oversee Post Incident Reviews, ensuring root cause inputs, lessons learned, improvement actions, and business impact summaries are presented to relevant stakeholders.
• Partner with Problem Management, Change Management, Service Level Management, and Service Continuity teams to convert incident insights into systemic fixes, risk reduction, and resilience improvements.
• Analyze incident trends, supplier performance, communication quality, and operational metrics to identify recurring risks and opportunities for service improvement.
• Develop, maintain, and continuously improve Major Incident Management processes, playbooks, runbooks, communication templates, escalation matrices, and governance artefacts aligned with SIAM principles.
• Produce and present operational reports, management dashboards, KPI packs, service insights, and continual improvement recommendations for client and internal leadership.
• Coach, mentor, and develop Major Incident Managers, promoting calm command behavior, high-quality stakeholder communication, structured problem solving, and knowledge sharing.
• Contribute to SIAM maturity by identifying opportunities for automation, process optimization, knowledge reuse, collaboration tooling, and improved service integration practices.

Key Skills and Attributes

• Strong leadership in managing Major Incidents, escalations, and service restoration.
• Excellent stakeholder management and executive communication skills.
• Proven ability to influence cross-functional teams and vendors.
• Strong decision-making, negotiation, and conflict-resolution capabilities.
• Data-driven approach to incident management and service improvement.
• Ability to manage multiple priorities, incidents, and governance activities.
• Good understanding of IT infrastructure, cloud, applications, and networks.
• Knowledge of CMDB, Service Mapping, and impact assessment.
• Strong ServiceNow ITSM expertise, including Incident, Problem, and CMDB modules.
• Calm, proactive, and outcome-focused leader committed to operational excellence.

Essential

• Minimum 12+ years of experience in Major Incident Management, IT Service Management, SIAM, service operations, or related technology operations roles.
• Minimum 3+ years of experience leading or supervising Major Incident, Incident Management, or IT operations teams is preferred.
• Experience operating in multi-supplier, SIAM, managed services, or large enterprise technology environments.
• Strong understanding of ITIL 4 practices, especially Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Level Management, Continual Improvement, and Service Continuity.
• Experience managing supplier performance against SLAs, OLAs, XLAs, KPIs, contractual commitments, and operational governance expectations.
• Experience in business continuity, disaster recovery, operational resilience, crisis management, or command-center operations is highly desirable.
• ITIL 4 certification is preferred. SIAM, ServiceNow, cloud, or operational resilience certifications are advantageous.

Preferred Success Measures

• Timely and effective restoration of business-critical services during Major Incidents.
• Consistent quality of incident command, stakeholder communication, and executive updates.
• Improved supplier responsiveness, action closure, and cross-provider collaboration.
• Reduction in repeat Major Incidents through effective PIR actions and Problem Management linkage.
• Improved reporting quality, operational discipline, process adherence, and team capability maturity.

ADDITIONAL

• Excellent customer-facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

About risk & resilience roles for ex-police

Risk management, business continuity and emergency-planning roles. Contingency planning, threat assessment and multi-agency coordination experience from policing is directly transferable.