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Head of Incident and Crisis Management
SuperloopHead of Incident and Crisis Management strengthening Superloop’s telecommunications resilience across Australia. Owning incident frameworks, crisis playbooks, executive coordination, readiness exercises and continual improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Major Incident Management and Crisis Management, with a strong focus on developing frameworks, playbooks, and response procedures. Proven ability to lead cross-functional teams and manage executive stakeholders during high-impact incidents in regulated environments.
Highest-signal resume keywords
Major Incident ManagementCrisis Management Framework DevelopmentExecutive Stakeholder ManagementITIL Managing ProfessionalCertified Major Incident Manager
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Crisis ManagementIncident ManagementOperational LeadershipAnalytical SkillsDecision-MakingGovernance FrameworksMetrics DevelopmentPost-Incident ReviewsCrisis SimulationPlaybook Development
Soft Skills
Exceptional Communication SkillsFacilitation SkillsCoordination SkillsOrganisational SkillsStakeholder Management
Certifications & Qualifications
ITIL Managing ProfessionalCertified Major Incident ManagerBusiness Continuity Institute CertificationEmergency Management QualificationsCrisis Management Qualifications
Industry Keywords
TelecommunicationsCritical InfrastructureRegulatory ObligationsTechnology OperationsOperational Resilience
About the role
Key responsibilities & impact- Establish, govern and continuously improve Superloop’s Major Incident and Crisis Management capability
- Own the end-to-end Major Incident Management framework, including policies, procedures, escalation paths, rosters, crisis plans, playbooks, governance, training and exercises
- Lead Major Incident bridges and command functions during active incidents
- Coordinate resolver groups, executives, communications teams and external stakeholders
- Ensure consistent incident severity assessments, escalation decisions and response activities
- Maintain executive visibility of active incidents, customer impact, operational impact and restoration progress
- Drive timely decision-making and removal of operational blockers during incidents
- Own the Crisis Management Plan and supporting governance framework
- Develop and maintain crisis and major incident playbooks
- Lead post-incident reviews, lessons learned and corrective action programs
- Track remediation actions and drive accountability for improvement initiatives
- Analyse incident trends and identify opportunities to reduce recurrence and improve resilience
- Develop metrics, dashboards and reporting frameworks for executive leadership and governance forums
- Establish and manage an annual crisis simulation and exercising program
- Design and facilitate tabletop exercises, major incident simulations and executive response rehearsals
- Assess organisational readiness and identify capability gaps
- Provide coaching and guidance to executives, incident managers and operational teams
Requirements
What you’ll need- Extensive experience in Major Incident Management, Crisis Management, Service Management or Operational Leadership roles
- Demonstrated experience leading complex, high-impact operational, cyber or technology incidents
- Proven experience developing crisis management frameworks, playbooks and response procedures
- Strong understanding of telecommunications, critical infrastructure, technology operations or other highly regulated environments
- Experience managing executive stakeholders during highly visible incidents
- Knowledge of Australian telecommunications, critical infrastructure and regulatory obligations
- Strong facilitation, coordination and decision-support capabilities under pressure
- Exceptional written and verbal communication skills
- Strong analytical, organisational and stakeholder management skills
- Experience leading cross-functional teams during crisis situations
- ITIL Managing Professional or equivalent
- Certified Major Incident Manager
- Business Continuity Institute certification
- Emergency Management, Crisis Management or Resilience related qualifications
- Project Management or Governance qualifications
Benefits
Comp & perks- Free Home Broadband
- Free Mobile SIM plan
- Flexibility – 3 days/week in the office
- Lunch on Wednesdays, snacks, donuts and more!
- Diverse and inclusive culture
- Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond
- Supportive and inclusive workplace
- Accessible and inclusive hiring processes