{"id":2977478,"url":"https://alion.io/job/datacom-major-incident-manager-wellington","title":"Major Incident Manager | Wellington","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":93,"open_postings":11,"ghost_share":0,"stale_share":0.273,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-28T05:59:10Z"}},"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":["Wellington, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-21T05:24:13Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T16:07:14Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"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\nAs a Major Incident Manager, you will lead and coordinate the response to major incidents throughout the full incident lifecycle. Acting as the central point of contact, you will bring together technical teams, service management functions, vendors and key stakeholders to drive timely resolution and effective decision-making.\nAlongside managing live incidents, you will strengthen incident management practices through accurate reporting, post-incident reviews, process governance and continuous service improvement. The position does not have direct reports but requires strong cross-functional leadership and the confidence to engage with customers and senior management.\nDue to the requirements of our customers, applicants for this role must hold New Zealand Citizenship\nWhat you’ll do\nServe as the primary point of contact during major incidents, providing clear leadership and a structured response.\nCoordinate technical teams and third-party vendors to minimise service impact and restore services as quickly as possible.\nLead incident triage calls, assign actions and track progress through to resolution.\nProvide clear, consistent and timely updates to customers, senior management, vendors and other key stakeholders.\nEnsure major incident records are accurate, comprehensive and updated throughout the incident lifecycle.\nManage escalations in line with the agreed escalation process.\nProduce post-incident reports and lead reviews focused on lessons learned and continuous improvement.\nMaintain governance of the Major Incident Management process and promote compliance across support teams.\nWork closely with Problem Management, Change Management, Service Desk, Service Delivery and technical teams to support effective handovers and service recovery.\nKeep incident management playbooks and supporting documentation current and accessible.\nParticipate in the Major Incident Management on-call roster. \nWhat you’ll bring\nAt least three years’ experience within a corporate IT environment, gained in either a business or technical capacity.\nA minimum of two years’ experience in Major Incident Management.\nProven experience leading major incidents in complex, multi-vendor environments.\nA working understanding of IT architecture across infrastructure and applications.\nStrong verbal and written communication skills, with the ability to explain complex technical information to different audiences.\nThe ability to remain calm under pressure, make rapid decisions and lead cross-functional teams during critical situations.\nStrong analytical and problem-solving skills, with the ability to quickly assess issues and determine the most effective course of action.\nExcellent stakeholder and customer relationship management skills.\nStrong presentation, documentation and report-writing capabilities.\nA collaborative approach and the ability to work effectively across large, distributed teams.\nITIL Foundation certification.\nDesirable\nAn Incident Management-specific certification.\nA bachelor’s degree in Business, IT, Science, Engineering, Economics or a related discipline\nCulture and benefits\nJoin a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.\nWe're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.\nWhy you will love working here\nPaid parental leave \n24/7 Employee Assistance Programme (DataCare)\nOngoing learning, certifications, and career development opportunities \nAccess to industry-leading learning platforms and future skills training\nRecognition programmes that celebrate great work\nGreat employee discounts and financial wellbeing benefits\nMeaningful work that makes a real impact","description_format":"text","description_chars":4654,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Managed IT Services (MSP)","Systems Integrators","Payroll Services"],"lifecycle":[{"event":"open","at":"2026-10-21T05:24:13Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.884,"p_room":1,"age_days":7,"expected_fill_days":34,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/datacom-major-incident-manager-wellington","json_url":"https://alion.io/job/datacom-major-incident-manager-wellington.json","meta":{"generated_at":"2026-10-28T17:44:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24186,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3438},"rest":"https://alion.io/mcp/rest/get_company?id=3438"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatacom-major-incident-manager-wellington"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatacom-major-incident-manager-wellington"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatacom-major-incident-manager-wellington"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datacom-major-incident-manager-wellington\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatacom-major-incident-manager-wellington"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2977478}},{"tool":"search_jobs","arguments":{"company":"datacomgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2977478},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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