The Opportunity
The Incident Controller is responsible for leading the management of major incidents and service-impacting events across critical telecommunications and technology services.
The role provides operational leadership during high-priority incidents by coordinating technical teams, managing escalations, directing service restoration activities, and ensuring effective stakeholder communications. The Incident Controller is accountable for minimising customer impact, reducing service downtime, and maintaining operational control throughout the incident lifecycle.
In addition to major incident management, the Incident Controller drives root cause analysis, problem management, post-incident reviews, and continuous improvement initiatives to strengthen network reliability, service resilience, and operational performance.
Working closely with Engineering, Network Operations, Service Assurance, Customer Operations, Vendors, Carriers, and Leadership teams, the Incident Controller ensures rapid restoration of services and the ongoing improvement of incident management practices.
What you’ll be doing day-to-day
Major Incident Management
Lead the management of major incidents affecting network, platform, and customer services.
Assume operational control during critical and high-priority incidents.
Coordinate technical teams and resources to drive timely service restoration.
Establish incident priorities, response actions, and escalation paths.
Facilitate incident bridge calls and technical recovery activities.
Ensure incidents are managed in accordance with operational processes and governance frameworks.
Maintain situational awareness and provide leadership throughout the incident lifecycle.
Service Restoration and Recovery
Drive restoration activities to minimise customer and business impact.
Coordinate cross-functional teams during service outages and degradation events.
Monitor incident progress and ensure recovery actions remain on track.
Identify and remove barriers impacting restoration efforts.
Escalate critical risks and unresolved issues to senior management when required.
Validate service recovery and support incident closure activities.
Stakeholder Communication and Escalation Management
Provide timely and accurate communications to stakeholders during incidents.
Manage executive, customer, and operational communications throughout major incidents.
Ensure escalation processes are followed and stakeholders remain informed.
Coordinate updates across Technology, Operations, Customer Service, and Leadership teams.
Maintain communication records and incident documentation.
Act as the central point of coordination during critical service events.
Problem Management and Root Cause Analysis
Lead post-incident investigations and root cause analysis activities.
Coordinate technical teams to identify contributing factors and corrective actions.
Ensure underlying causes of recurring incidents are identified and addressed.
Support the development and implementation of preventative measures.
Track problem records through to resolution and closure.
Promote a proactive approach to risk reduction and service improvement.
Post-Incident Reviews and Continuous Improvement
Facilitate post-incident reviews and lessons-learned workshops.
Produce incident reports detailing impact, response activities, root causes, and improvement actions.
Monitor the implementation of corrective and preventative actions.
Identify trends in incidents and service disruptions.
Recommend improvements to operational processes, tools, and procedures.
Contribute to the maturity of incident and problem management practices.
Operational Governance and Readiness
Ensure incident management processes comply with organisational standards and procedures.
Support the ongoing development of incident response frameworks and playbooks.
Participate in operational readiness and business continuity activities.
Review incident trends and performance against operational objectives.
Assist with crisis management and business continuity responses where required.
Support training and simulation exercises to improve incident response capability.
Vendor and Stakeholder Management
Coordinate with vendors, carriers, and external support providers during incidents.
Manage external escalations and recovery activities.
Foster effective working relationships across technology and operational teams.
Engage with stakeholders to improve service outcomes and operational effectiveness.
Support customer-facing incident discussions where required.
What you’ll bring to the role
5+ years' experience in Network Operations, Service Assurance, Incident Management, Operations Centres, or Telecommunications environments.
Experience within telecommunications, critical infrastructure, managed services, or technology operations environments.
Experience supporting Government, Defence, Emergency Services, or mission-critical networks.
Degree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, Business, or a related discipline.
Demonstrated experience managing major incidents in a complex operational environment.
Experience with ITIL-based service management frameworks.
Experience coordinating cross-functional technical teams during service disruptions.
Strong understanding of incident, problem, and change management processes.
Experience driving service restoration and recovery activities.
Proven stakeholder and communication management skills.
Experience operating within a 24x7 service delivery environment.
Strong analytical and decision-making capabilities under pressure.
