Major Incident Manager (Telecommunications)

Location: Macquarie Park, NSW, Australia; 24/7 rotating roster based onsite.

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband, and digital services.

What you will do

• Govern and facilitate P1, P2, and high-risk incidents from identification through service restoration within defined SLAs.
• Coordinate crisis response activities, technical and management bridges, emergency change approvals, and offshore partner delivery.
• Act as an escalation point for internal teams, suppliers, and third parties during complex incidents and network outages.
• Lead executive communications and vendor engagement during restoration and root-cause investigations.
• Prepare monthly SLA ratification packs and post-incident reports; track MTTR and incident-quality KPIs.
• Support Business Continuity Planning execution and global delivery centre crisis requirements while minimising outage impact.

Requirements

• At least five years of technical experience in a telecommunications network environment.
• ITIL v3 Foundation certification or higher.
• Proven experience managing major incidents and leading multi-party technical and management bridge calls.
• Strong vendor and third-party management capability in multi-vendor network environments.
• Ability to manage multiple simultaneous critical outages and make sound decisions under pressure.
• Exceptional written and verbal communication skills, including executive-level reporting.
• Strong stakeholder management and customer relationship skills with a service-driven mindset focused on quality, accountability, and continuous improvement.

Culture & Benefits

• Competitive remuneration, employee discounts, an $80 monthly credit, and 25% off hirify.global products.
• Flexible arrangements are available, although this role is based onsite on a rotating roster.
• Campus facilities include cafes, a convenience store, chill-out zones, a GP, post office, gym, and childcare centre.
• Competitive leave policies, additional Connected days, and up to 16 weeks of inclusive paid parental leave.
• Employee-led diversity networks, wellbeing support, and free 24/7 counselling services.
• Free bus transport from Macquarie University Metro Station.

Hiring process

• Inclusive recruitment adjustments and accessibility support are available on request.