{"id":2312875,"url":"https://alion.io/job/datacom-major-incident-and-problem-manager-syd","title":"Major Incident and Problem Manager | SYD","company":{"id":3438,"name":"Datacom","domain":"datacomgroup.com","url":"https://alion.io/company/datacom","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":90,"open_postings":12,"ghost_share":0,"stale_share":0.417,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":88000,"period":"year","method":"role_country_seniority_unknown","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-18T19:23:05Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"About us\nAt Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.\nWhether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.\nAbout the Role\nOur IT Service Management team are a passionate bunch, and we genuinely care about maximising the service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!\nAs an ITSM Specialist, you are accountable for the management of the everyday operations within our Managed IT Service Management practice. This role requires a detailed view across the ITIL landscape, with the ability to work within different ITIL streams with minimal oversight.\nTo be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded.\nWhat you’ll do\nAt the moment, as ITSM Specialist you will be focused on:\nAdherence to the Datacom ITIL processes and procedures\nDrive ongoing improvement and innovation\nInter team flexibility\nRelationship Management\nOperational Reporting.\nWe are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.\nWhat you’ll bring\nYou will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role - across a mix of change, incident, problem, release, configuration, and capacity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, be a very strong process management all-rounder with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.\nThe following will be highly desirable:\nExperience running Major Incidents for IT managed service provider\nExposure to ITSM tools including Cherwell, ServiceNow and Remedy\nGovernment security clearances, Baseline and/or NV1\nWillingness to participate in team on call roster\nCulture and benefits\nJoin a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. 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