" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eIncident Coordinator\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"9143\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"9144\"\u003e IT - Other \u003c/li\u003e \u003cli data-id=\"9145\"\u003e Mumbai \u003c/li\u003e \u003cli data-id=\"9146\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 22/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eJoin the largest Australian-owned systems integrator\u003c/li\u003e \u003cli\u003eWork in a supportive and fast paced environment\u003c/li\u003e \u003cli\u003eOpportunity to engage with clients to deliver great outcomes\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eBrennan. Where true performance thrives.\u003c/strong\u003e\u0026nbsp;\u003cbr\u003eAt Brennan, we believe that\u0026nbsp;\u003cem\u003ehow\u003c/em\u003e\u0026nbsp;technology is delivered is every bit as important as\u0026nbsp;\u003cem\u003ewhat\u003c/em\u003e\u0026nbsp;the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.\u0026nbsp;\u003cbr\u003eIt\u0026rsquo;s a claim backed by our\u0026nbsp;\u003cstrong\u003eTrue Performance System\u003c/strong\u003e\u0026nbsp;\u0026ndash; a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.\u0026nbsp;\u003cbr\u003e\u0026nbsp;\u0026nbsp;\u003cbr\u003e\u003cstrong\u003eWhy join Brennan\u003c/strong\u003e\u0026nbsp;\u003cbr\u003eTrue performance for our customers starts with a true belief in our people.\u0026nbsp;\u003cbr\u003eIt\u0026rsquo;s why we\u0026rsquo;ve structured our business to help our teams, and their talents, shine bright. It\u0027s why we\u0026rsquo;ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it\u0026rsquo;s why we\u0026rsquo;ve built an organization where real innovation makes a genuine impact and generates true rewards for our team members.\u0026nbsp;\u003cbr\u003e\u0026nbsp;\u0026nbsp;\u0026nbsp;\u003cbr\u003e\u003cstrong\u003eTrue rewards\u003c/strong\u003e\u0026nbsp;\u003cbr\u003eIn addition to competitive remuneration, Brennan offers extensive benefits, including:\u0026nbsp;\u003cbr\u003e \u003cul\u003e \u003cli\u003eTraining and certification bonuses\u0026nbsp;\u003c/li\u003e \u003cli\u003eCulture Awards that recognise excellence\u0026nbsp;\u003c/li\u003e \u003cli\u003eBrennan Daredevils \u0026ndash; our annual, all-expenses paid trip awarded to our top performers and outstanding contributors\u0026nbsp;\u003c/li\u003e \u003cli\u003eVibrant, fun social activities\u0026nbsp;\u003c/li\u003e \u003cli\u003eDiscounted hardware and software\u0026nbsp;\u003c/li\u003e \u003cli\u003eAn environment that embraces learning and development\u0026nbsp;\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eThe Role:\u003cbr\u003e\u003c/strong\u003e\u003cbr\u003eThe function reports to the Senior Manager of Incident \u0026amp; Problem Management and the purpose of this role is to ensure end to end accountability of managing the Incidents across various business units.\u003cbr\u003eThe role will be responsible for overall coordination and facilitation of technical and other resources through service restoration and recovery efforts for escalated incidents.\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eRole Responsibility:\u003cbr\u003e\u003c/strong\u003e\u003cstrong\u003eIncident Management [40%]\u003c/strong\u003e\u003cbr\u003eOwn and manage the end-to-end lifecycle of P1/P2 incidents with minimal business impact.\u003cbr\u003eCoordinate technical teams, stakeholders, and vendors to restore services within SLA targets.\u003cbr\u003eInitiate and facilitate bridge calls, war rooms, and communication channels during major incidents.\u003cbr\u003eMonitor incident queues, escalations, and aging tickets to ensure timely resolution.\u003cbr\u003eProvide accurate and timely updates to customers, management, and affected stakeholders.\u003cbr\u003eEnsure compliance with Incident Management processes and quality standards.\u003cbr\u003eDrive technical teams to provide regular updates and resolution actions.\u003cbr\u003eMaintain detailed incident records, timelines, and resolution documentation.\u003cbr\u003eEscalate risks and service-impacting issues as required.\u003cbr\u003eSupport a 24x7 operational environment and major incident response activities.\u003cbr\u003e\u003cstrong\u003eProblem Management [30%]\u003c/strong\u003e\u003cbr\u003eIdentify recurring incidents and trends to proactively detect underlying problems.\u003cbr\u003eConduct root cause analysis (RCA) and coordinate problem investigations with technical teams.\u003cbr\u003eCreate, track, and manage Problem Records through to closure.\u003cbr\u003eFacilitate problem review meetings and ensure corrective actions are assigned and completed.\u003cbr\u003eMonitor known errors and maintain the Known Error Database (KEDB).\u003cbr\u003e\u003cstrong\u003eDuty Manager Escalation \u0026amp; Expedite [20%]\u003c/strong\u003e\u003cbr\u003eAct as the primary escalation point for high-priority operational and customer issues.\u003cbr\u003eAcknowledge, assess, and coordinate Duty Manager escalations through to resolution.\u003cbr\u003eExpedite ticket progression by engaging appropriate technical, vendor, and management resources.\u003cbr\u003eMaintain and update escalation tracking tools and management dashboards.\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003ePost Incident Reports [10%]\u003c/strong\u003e\u003cbr\u003ePrepare and publish Post Incident Reports within agreed timelines following major incidents.\u003cbr\u003eDocument incident timelines, business impact, root causes, and resolution activities.\u003cbr\u003eCoordinate with technical teams to gather accurate incident information and evidence.\u003cbr\u003eFacilitate post-incident review meetings and lessons-learned discussions.\u003cbr\u003eTrack corrective and preventive actions to completion.\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eKey Competencies\u003cbr\u003e\u003c/strong\u003e\u003cstrong\u003eStakeholder involvement\u003c/strong\u003e\u003cbr\u003eConsistent identification and involvement of stakeholders who need to be consulted in the decision-making process\u003cbr\u003eEstablish and maintain effective working relationships with internal and external stakeholders.\u003cbr\u003eProactively engage relevant stakeholders to gather requirements, feedback, and business insights.\u003cbr\u003eEnsure stakeholder expectations are managed through clear and timely communication.\u003cbr\u003e\u003cstrong\u003eAdaptability and Multitasking\u003c/strong\u003e\u003cbr\u003eAdapt to changing work environments, priorities, and organizational needs with a positive attitude. Swiftly process information and manage multiple tasks accurately.\u003cbr\u003eAdapt to changing work environments, priorities, and organizational needs with a positive attitude.\u003cbr\u003eSwiftly process information and manage multiple tasks accurately while maintaining quality standards.\u003cbr\u003eEffectively prioritize workload based on business impact, urgency, and service commitments.\u003cbr\u003e\u003cstrong\u003e\u003cbr\u003eBrennan\u0026nbsp;\u003c/strong\u003eis an equal opportunity employer. \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"1128931\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "