Major Incident Manager

Transform Digital Healthcare with Telstra Health At Telstra Health, we're shaping the future of healthcare with connected solutions that make care safer, faster, and more seamless. From hospitals and clinics to aged care and community programs, our technology empowers teams to deliver better care—wherever it's needed. Trusted across programs like 1800RESPECT, the Leaving Violence Program, and the National Cancer Screening Register, we connect care in ways that truly make a difference. About the Role As an Incident Manager in our Customer Success team, you’ll lead the end-to-end management of incidents that impact the availability or performance of Telstra Health’s IT services, including major incidents, to minimise disruption and improve service delivery. The Incident Manager leads the resolution of major incidents by coordinating cross‑functional teams, keeping stakeholders clearly informed, and driving continuous improvement through uncovering root causes, implementing preventative measures, and promoting best‑practice service delivery. What You'll Be Doing Lead major incident responses, coordinate technical and business teams, manage incident bridges, and act as the primary escalation point to restore services as quickly as possible. Maintain incident management policies, documentation, logs, reporting, and action registers to ensure incidents are categorised, prioritised, documented, and reviewed to a high standard. Provide timely, clear communication to stakeholders throughout the incident lifecycle, deliver post-incident reports, and manage expectations between technical teams and business units Support risk, compliance, business continuity, and team capability by partnering across functions, ensuring governance requirements are met, and promoting a culture of rapid response and continual improvement Analyse incident trends, identify systemic issues, and implement continuous improvement initiatives and preventive measures to reduce incident frequency, severity, and business risk. About You Minimum 4 years’ experience in a leadership position in a similar field. Extensive experience managing incidents in a fast-paced enterprise environment, including critical system outages or service disruptions Strong technical understanding of IT infrastructure, cloud environments, databases, and enterprise applications, with the ability to troubleshoot complex issues. Proven ability to lead teams through high-pressure situations while maintaining calm, focus, and accountability for rapid incident resolution. Experience coordinating technical teams, vendors, and business stakeholders, and establishing new processes and practices that drive organisational change. Familiarity with incident, problem, and change management practices within ITIL or other service management frameworks; ITIL certification is highly desirable. About Us Flexibility isn't a perk - it's how we work! Love solving meaningful problems in an innovative, evolving environment? You'll fit right in! At Telstra Health, your work is impactful, your growth is supported, and your ideas are heard. By joining our team of health and tech experts - you'll learn, grow, and make a real-world difference. Perks & Benefits Free Telstra mobile & plan (eligible employees only) 25% off Telstra products & services 16 weeks paid gender-equal parental leave + extra leave options Career breaks, study support & ongoing learning programs Free 24/7 professional support for you & your family Employee rewards program: discounts on shopping, gyms, movies, health insurance & more We're committed to inclusion. Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those living with or caring for someone with a disability are encouraged to apply. Even if you don't tick every box, we want to hear from you. We're a Circle Back Initiative Employer—you'll get a response for every application. Apply today to join a team that's making a real difference in healthcare. Learn more about how Telstra Health is improving lives through digitally-enabled care here.