Major Incident Coordinator

**Job no**: WWREQ0031460
**Employment type**: Full Time
**Location**: Canberra
**Categories**: Service Management

**About The Role**

We’re on the lookout for a **Major Incident Coordinator** to join the Kinetic IT team on a **24/7 rotating roster**. In this role, you’ll play a critical part in coordinating the prioritisation and resolution of major incidents within a large-scale Federal Government environment.

Your primary focus will be restoring services for priority incidents, ensuring timely resolution and a quality customer experience. You’ll also contribute to reducing the frequency and impact of major incidents by monitoring trends and driving continual improvements within the environment.

**Responsibilities will include**:

- Provided critical updates and coordination on high-priority incidents.
- Acted as a point of technical escalation for the team.
- Built and maintained strong customer relationships to ensure transparency and trust.
- Mentored junior staff and new hires to enhance team capability.
- Raised incidents with the appropriate priority and escalation to maintain core infrastructure availability.
- Developed and maintained work instructions and ITSM knowledge base articles for first-level troubleshooting.
- Contributed to improving and expanding the knowledge base.

**What you’ll bring to the table**:

- NV1 Security Clearance required
- Previous experience in an Incident Coordination environment.
- Strong relationship-building and stakeholder management skills.
- A passion for process excellence and continual improvement.
- Desire to take full end-to-end ownership of incidents.
- High-level attention to detail and excellent communication skills.
- Knowledge of ITIL and SIAM processes (certification preferred).
- Flexibility to work nights and weekends on a 28-day rotating shift roster.

**Don’t meet every requirement? Don’t worry, we’d still love to hear from you**

**About Kinetic IT**

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

**Be You, Create the Future**

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch - helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

**The Kinetic IT Difference**
- Growth-focused culture - Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
- Advance your career - Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
- Flex your work - Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
- Celebrate together - Social events, cultural celebrations, end-of-year functions and more.
- Wellbeing matters - Health and wellness resources, tailored leave and support options and EAP access.

**How To Apply**

**Advertised**: 25 Sep 2025 AUS Eastern Standard Time
**Applications close**: