Head of Incident and Crisis Management
Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.
Visit www.superloop.com to learn more.
Business Unit Overview
Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.
Role Purpose
The Head of Incident and Crisis Management (HoICM) is responsible for establishing, governing and continuously improving Superloop’s Major Incident and Crisis Management capability.
The role owns the end-to-end Major Incident Management framework, including policies, procedures, escalation paths, rosters, crisis plans, playbooks, governance, training and exercises.
This role is accountable for ensuring Superloop has a consistent, repeatable and effective approach to incident response, stakeholder communications, crisis escalation, regulatory obligations, post-incident reviews and organisational readiness.
The HoICM serves as the central coordination point during major incidents and crises, enabling rapid decision-making, effective communications and timely restoration of services while minimising operational, financial and reputational impacts.
Key Responsibilities
Major Incident Management
• Own and operate the Major Incident Management process across all domains – not just technology/network
• Lead Major Incident bridges and command functions during active incidents.
• Act as the central point of coordination between resolver groups, executives, communications teams and external stakeholders.
• Ensure incident severity assessments, escalation decisions and response activities are performed consistently.
• Maintain executive visibility of active incidents, customer impact, operational impact and restoration progress.
• Drive timely decision-making and removal of operational blockers during incidents.
• Ensure incident records, actions, timelines and communications are accurately documented.
Crisis Management Framework Ownership
• Own the Crisis Management Plan and supporting governance framework.
• Develop, maintain and continuously improve crisis response procedures and supporting documentation.
• Ensure the HoICM has effective, trained and rostered support to provide a 24x7 coverage to the function
• Review and refine crisis activation criteria, escalation pathways and executive response processes.
• Ensure crisis management documentation remains aligned with organisational, regulatory and operational requirements.
Playbook Development and Maintenance
• Develop and maintain detailed crisis and major incident playbooks covering operational, cyber, regulatory, safety, reputational and external dependency scenarios.
• Ensure playbooks include communication templates, escalation paths, stakeholder responsibilities and regulatory obligations.
• Conduct regular reviews following incidents, exercises and industry events to update playbooks and procedures.
• Maintain rapid-access incident guidance materials, decision trees, checklists and executive briefing packs.
• Ensure operational teams have access to current and effective response procedures.
Incident Governance and Continuous Improvement
• Lead post-incident reviews, lessons learned activities and corrective action programs.
• Ensure completion and quality of Post Incident Reviews and Post Crisis Reviews.
• 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.
• Promote best-practice incident management disciplines across the organisation.
Training, Exercises and Readiness
• 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.
Qualifications and Experience
• 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.
Qualifications and Experience
• 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.
Note:
This is not a technical resolver role. The role is accountable for the Major Incident and Crisis Management capability, including process ownership, coordination, governance, executive visibility, playbook maturity, readiness exercises and continual improvement. Technical remediation remains the responsibility of the relevant resolver teams and service owners.
On Offer
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.
At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.
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