Senior Leader, Incident Response

1 week ago

Brisbane, Queensland, Australia Heritage and People's Choice Full time

Who are we?

It's an exciting time to join our organisation On 1 March 2023, two of Australia's most successful member-owned banking organisations merged, to form People First Bank - Australia's leading mutual banking organisation and a genuine, member-owned alternative to the major banks.

We exist to create a better future for our members and the communities in which they live.

We are 100% member owned, with approximately 720,000 members and 1,900 employees. We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.

When you come to work at People First Bank, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

About the role

We are on the lookout for an experienced Technology Senior Leader in Incident Response, to join our Service Management team (SM) and lead a team in the response to incidents and oversee the responsibilities of the incident management process. You will have a strong aptitude for command and coordination and be an adept influencer with advanced stakeholder management capability to lead diverse teams through complex events.

This role is crucial for efficiently managing and resolving technology incidents, including major events, to minimize service impact and maintain exceptional user experiences. This role involves regular Incident Management responsibilities and requires an on-call component.

About you

In this role, you will lead the design, implementation, and maturing of our incident processes and the ongoing delivery of consistent, effective, high-quality services in your area of accountability. You will have extensive experience in providing input into process and workflow improvements, improve customer experience, rectifying reliability issues, and monitoring the impact of improvements.

Typical Responsibilities:

  • Provide effective leadership, direction, and engagement to build and maintain a cohesive, cooperative, and high performing culture that supports the Service Management team in their evolution to Service Excellence.
  • Lead, develop and improve metrics to identify where investment and priority should be directed to deliver highest value.
  • Lead and support reviews of Incident data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. Working closely with aligned teams focused on increasing our stability reliability and resilience through process improvement and problem management.
  • Provide high-level advice to team members, acting as an escalation point for complex matters.
  • Provide reports to the Head of Service Management and appropriate forums on the operational effectiveness across the areas of accountability including highlighting challenges and other matters where relevant.
  • Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk. Drive continuous improvement through tooling and automation.
  • Attend key technology and operational risk management and forums/committees, preparing regular reports as required.

Knowledge and Experience

  • A dynamic and highly experienced stakeholder engagement and relationship expert with excellent communication skills, who is adept in their engagement style with non-technical leaders and can support them through complex events.
  • Ability to drive improvements related to the Stability Resilience Reliability strategy, with your own' hands-on' delivery experience and willingness to be 'hands on' in the implementation of improvements, preferably in a complex environment.
  • Crisis management skills, with strong capabilities in managing complex incidents under pressure.
  • Significant experience implementing cross-functional process improvements and delivering excellent results by leveraging ITIL service management disciplines within the context of service development and service operations.
  • Experience in driving organisational change and fostering a culture of accountability.
  • Proven experience with service management tools, technologies, and processes, with preference to service environments, ITSM functions, processes and best practice standards within Service Delivery.
  • Experience with ServiceNow highly regarded.

Qualifications

Appropriate tertiary qualifications at Degree level or higher in Business, Information Technology, Engineering or Computer Science or demonstrable and relevant industry experience.

Benefits of working for us

We believe the little extras can make a big difference in supporting your success. That's why we offer great incentives and benefits including:

  • Paid parental leave and special leave provisions.
  • Employee banking benefits and discounted insurances
  • Flexibility and hybrid working arrangements
  • Career development opportunities, and ongoing training, coaching and support.
  • A dedicated Employee Assistance Program for you and your family to access in times of need.
  • Paid volunteering days and access to a diverse range of community and charitable initiatives

If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then click 'Apply' now and submit your application, including a cover letter and current resume by 4th June 2024.

We are committed to diversity and inclusion and support candidate requests for adjustments to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.

  • Senior Leader, Incident Response

    1 week ago

    Brisbane, Queensland, Australia eFinancialCareers Ltd. Full time

    Senior Leader, Incident Response Heritage and People's Choice Brisbane, Australia Senior Leader, Incident Response Heritage and People's Choice Brisbane, Australia Posted 8 days ago Permanent Competitive Senior Leader, Incident Response Job DescriptionWho are we?It's an exciting time to join our organisation On 1 March 2023, two of Australia's most...

  • Incident Response Specialist

    1 week ago

    Brisbane, Queensland, Australia BOEING Full time

    At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for...

  • Incident Response Supervisor

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Incident Response Supervisor: Date: 3 Jul 2023 Location: Brisbane, QLD, AU, 4000 Company: VentiaThe RoleVentia are looking to engage a Incident Response Supervisor to support our recently awarded service delivery contract with Transurban in Queensland.About Ventia - TransportProviding service to over 800,000 kms of road in Australia and over 90,000 kms in...

  • Incidence Response Crew

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Incidence Response Crew: Date: 27 Jun 2023 Location: Brisbane, QLD, AU, 4000 Company: VentiaThe RoleVentia are looking to engage Incidence Response Crew to support our recently awarded service delivery contract with Transurban in Queensland.About Ventia - TransportProviding service to over 800,000 kms of road in Australia and over 90,000 kms in New Zealand,...

  • Incidence Response Crew

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Incidence Response Crew: Date: 20 Nov 2023 Location: Brisbane, QLD, AU, 4101 Company: VentiaWe are opening expressions of interest to those who may be interested to be engaged as an Incidence Response Crew member. The role will see you dispatched across the Transurban network to respond to a varying range of incidents and traffic accidents.There is a mix of...

  • Manager, Incident Response and Communications

    1 week ago

    Brisbane, Queensland, Australia Communities, Housing and Digital Economy Full time

    We have an exciting career opportunity within the Queensland Government Cyber Security Unit.As a member of our team you will:Spearhead crisis communications and incident response with the backing of a great team and supportive leadership team. Manage, produce and disseminate cyber awareness events and materials across the sector. Make a difference to the...

  • Situational Incident Response Officer

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Select how often (in days) to receive an alert: An exciting opportunity to join Ventia (placed #3 in the AFR BOSS Best Places to Work – Property, Construction and Transport Sector) as a Situational Incident Response Officer on our Transurban contract.The role provides first response services to traffic incidents on various motorways and tunnels in...

  • Situational Incident Response Officer

    1 week ago

    Brisbane, Queensland, Australia Ventia Full time

    An exciting opportunity to join Ventia (placed #3 in the AFR BOSS Best Places to Work – Property, Construction and Transport Sector) as a Situational Incident Response Officer on our Transurban contract. The role provides first response services to traffic incidents on various motorways and tunnels in Brisbane. What's on Offer $88 703 TFR (plus extra...

  • Situational Incident Response Officer

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Select how often (in days) to receive an alert:An exciting opportunity to join Ventia (placed #3 in the AFR BOSS Best Places to Work – Property, Construction and Transport Sector) as aSituational Incident Response Officer on our Transurban contract . The role provides first response services to traffic incidents on various motorways and tunnels in...

  • Senior Critical Incident Manager

    1 week ago

    Brisbane, Queensland, Australia Suncorp Group Full time

    Sydney or BrisbaneLead and guide team members with ongoing improvement mindsetHybrid working setup with supportive team environmentJoin our Technology team at Suncorp Group where we are constantly striving for progress and driving positive change. We are looking for individuals who are proactive, curious, and adaptable. In this role, you will have the...

  • Senior Critical Incident Manager

    1 week ago

    Brisbane, Queensland, Australia Suncorp Full time

    Other (Information & Communication Technology) Full time Competitive Salary + Bonus + On call allowance Great time to join as we embrace a maturity uplift within CIM and problem management Perfect for someone with a continuous improvement mindset, really make a difference Hybrid working model, on-call component, supportive and collaborative team We're never...

  • Senior Critical Incident Manager

    1 week ago

    Brisbane, Queensland, Australia Vero Insurance Full time

    What you'll do: Initiating the critical incident management process when a high impact incident has been reported.Leading, responding, driving, facilitating, and chairing all critical incident investigation activities and meetings with relevant stakeholders.Monitor and co-ordinate with resolver groups, vendors, and service owners to resolve the incident in...

  • Senior Critical Incident Manager

    1 week ago

    Brisbane, Queensland, Australia Suncorp Group Full time

    The role will require someone who is able to work on an on-call shift rotation (approx. 7 days within 21), however the exact rotation will depend on what suits everyone in the team best. At Suncorp we are flexible in the way we approach our work, and we are open to supporting you to achieve your work goals even if that means your work week doesn't look...

  • Senior Associate

    1 week ago

    Brisbane, Queensland, Australia Clyde & Co Full time

    Senior Associate - Cyber Incident Response (5-8PQE)Job Location: BrisbaneJob Type: Fee earnersCountry/Territory: AustraliaRegion: Asia PacificClyde & Co is an international law firm, with the largest, dedicated cyber incident response practice in Australia. The team advises organizations operating across Australia and New Zealand, regionally and globally in...

  • Fixit Team Leader

    1 week ago

    Brisbane, Queensland, Australia Eden Richie Recruitment Full time

    Permanent Full time role:- Brisbane locationEden Ritchie are seeking a Team Leader FixIT to lead and manage our Corporate IT Service Desk team, ensuring the delivery of technical support and client services, and supporting team members through change, fostering a high-performing team with a client focus, and developing staff capabilitiesKey...

  • Senior Consultant

    1 week ago

    Brisbane, Queensland, Australia EFinancialCareers Ltd. Full time

    Senior Consultant - Cyber, Technology Risk or Privacy Specialist Senior Consultant - Cyber, Technology Risk or Privacy Specialist Willis Towers Watson Brisbane, Australia Senior Consultant - Cyber, Technology Risk or Privacy Specialist Willis Towers Watson Brisbane, Australia Posted 2 days ago Permanent Competitive Senior Consultant - Cyber, Technology Risk...

  • Traffic Incident Manager

    1 week ago

    Brisbane, Queensland, Australia Ventia Pty Limited Full time

    Traffic Incident Manager: Date: 27 Jun 2023 Location: Brisbane, QLD, AU, 4000 Company: VentiaThe RoleVentia are looking to engage a Traffic Incident Manager to support our recently awarded service delivery contract with Transurban in Queensland.About Ventia - TransportProviding service to over 800,000 kms of road in Australia and over 90,000 kms in New...

  • Senior Consultant

    1 week ago

    Brisbane, Queensland, Australia eFinancialCareers Ltd. Full time

    Senior Consultant - Cyber, Technology Risk or Privacy SpecialistSenior Consultant - Cyber, Technology Risk or Privacy SpecialistWillis Towers WatsonBrisbane, AustraliaSenior Consultant - Cyber, Technology Risk or Privacy SpecialistWillis Towers WatsonBrisbane, AustraliaPosted 2 days agoPermanentCompetitiveSenior Consultant - Cyber, Technology Risk or Privacy...

  • IT Service Desk Team Leader

    1 week ago

    Brisbane, Queensland, Australia u&u Recruitment Partners Full time

    Rare opportunity to join an enterprise environment as the IT Service Desk Team Leader.This role, manages a team of IT client service officers who are responsible for our Incident Management and Service Request practices, providing excellent customer service, prompt and accurate client responses, proactively managing adherence to agreed service levels and...

  • Senior Network Security Engineer

    1 week ago

    Brisbane, Queensland, Australia Cybercx Pty Ltd Full time

    Join a leading Managed Security Services team and be mentored by inspiring leaders.15th May, 2024 Cyber CX is Australia's leading independent cyber security consultancy organisation.To continue delivering a world-class service to our clients, we are looking for a passionate Senior Security Engineer to join our Managed Security Services team.This role is...