Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what 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.

It's a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organization where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

Training and certification bonuses
Culture Awards that recognise excellence
Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
Vibrant, fun social activities
Discounted hardware and software
An environment that embraces learning and development

The Role:

The function reports to the Senior Manager of Incident & Problem Management and the purpose of this role is to ensure end to end accountability of managing the Incidents across various business units.

The role will be responsible for overall coordination and facilitation of technical and other resources through service restoration and recovery efforts for escalated incidents.

Role Responsibility

Incident Management [40%]

Own and manage the end-to-end lifecycle of P1/P2 incidents with minimal business impact.

Coordinate technical teams, stakeholders, and vendors to restore services within SLA targets.

Initiate and facilitate bridge calls, war rooms, and communication channels during major incidents.

Monitor incident queues, escalations, and aging tickets to ensure timely resolution.

Provide accurate and timely updates to customers, management, and affected stakeholders.

Ensure compliance with Incident Management processes and quality standards.

Drive technical teams to provide regular updates and resolution actions.

Maintain detailed incident records, timelines, and resolution documentation.

Escalate risks and service-impacting issues as required.

Support a 24x7 operational environment and major incident response activities.

Problem Management [30%]

Identify recurring incidents and trends to proactively detect underlying problems.

Conduct root cause analysis (RCA) and coordinate problem investigations with technical teams.

Create, track, and manage Problem Records through to closure.

Facilitate problem review meetings and ensure corrective actions are assigned and completed.

Monitor known errors and maintain the Known Error Database (KEDB).

Duty Manager Escalation & Expedite [20%]

Act as the primary escalation point for high-priority operational and customer issues.

Acknowledge, assess, and coordinate Duty Manager escalations through to resolution.

Expedite ticket progression by engaging appropriate technical, vendor, and management resources.

Maintain and update escalation tracking tools and management dashboards.

Post Incident Reports [10%]

Prepare and publish Post Incident Reports within agreed timelines following major incidents.

Document incident timelines, business impact, root causes, and resolution activities.

Coordinate with technical teams to gather accurate incident information and evidence.

Facilitate post-incident review meetings and lessons-learned discussions.

Track corrective and preventive actions to completion.

Key Competencies

Stakeholder involvement

Consistent identification and involvement of stakeholders who need to be consulted in the decision-making process

Establish and maintain effective working relationships with internal and external stakeholders.

Proactively engage relevant stakeholders to gather requirements, feedback, and business insights.

Ensure stakeholder expectations are managed through clear and timely communication.

Adaptability and Multitasking

Adapt to changing work environments, priorities, and organizational needs with a positive attitude. Swiftly process information and manage multiple tasks accurately.

Adapt to changing work environments, priorities, and organizational needs with a positive attitude.

Swiftly process information and manage multiple tasks accurately while maintaining quality standards.

Effectively prioritize workload based on business impact, urgency, and service commitments.

Brennan is an equal opportunity employer.

Incident Coordinator