Senior Incident Manager

2 weeks ago

Sydney, New South Wales, Australia Macquarie Full time

Our vision in the Corporate Operations Group division is to innovate and empower for a better future, this means delivering intuitive technology with people in mind. Our DNA is customer engagement, findings ways to innovate and do things differently, connecting data with engineering driving digitalisation and providing reliable and secure services. Join our Enterprise Service Management team and contribute to increasing the availability of our products and services and reducing technology disruption risk. The integrity and resilience of our services are critical to ensure they are 'always on' for Macquarie's businesses.

At Macquarie, we are working to create lasting value for our communities, our clients and our people. We are a global financial services group operating in 34 markets and with 54 years of unbroken profitability. You'll be part of a supportive team where everyone - no matter what role - contributes ideas and drive outcomes.

What role will you play?

As the a Senior Incident Manager, you will lead a global 'follow-the-sun' function and foster our reliability, risk management and operational excellence culture, whilst performing the role of Major Incident Manager in the APAC region. You will lead a performance-oriented culture driven by positive team dynamics and create measurable value for our customers by delivering high quality services based on our principles-based technology standards, while adopting modern practices such as SRE. The role of the Enterprise Service Management team is to instil confidence and trust in our Technology processes, governed by our Standards, enabling teams to deliver value to our customers while keeping our services trustworthy and resilient.

These standards and practices are based on stable and robust core risk management and service reliability principles, guiding us on:

  • Timely detection, investigation, remediation, and reporting of priority technology incidents.
  • Taking measures to be resilient against technology incidents and minimise repeats through effective problem management methods and controls. Adopt, mature and expand industry best practices such as Site Reliability Engineering (SRE)
  • Support our change management process and maintain an appropriate risk culture, while facilitating fast and reliable technology change by thinking about the customer.

You will work closely with key stakeholders across the globe to achieve our objective of reimagining service delivery and providing laser-like focus on all three fronts; resilience, agility and innovation. As a leader, you will seamlessly balance the reliability and resilience of our services whilst supporting emerging technology trends and transformational initiatives with a focus on digital and data.

What you offer

  • Executive presence, people leadership and proven ability to foster strong collaboration and sense of belonging within a globally distributed team
  • Career in modern technology operations, major incident management, and service reliability
  • Experience in regulatory and executive reporting, and familiarity in unlocking insights through unified analytics and AI, enabling better data-driven decisions
  • Experience in reducing the impact of priority incidents and providing efficient resolutions
  • Experience identifying control gaps and implementing governance controls
  • Experience creating measurable value for customers through seamless digital experiences, faster delivery, and sustainable change
  • Strong commercial mindset, pragmatic, motivated and passionate for modern practices such as Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services eliminating toil
  • Solid experience with DevOps, Atlassian suite, ServiceNow, BMC Helix and Grafana

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

Benefits

Macquarie employees can access a wide range of benefits which, depending on eligibility criteria and location, include:

  • Hybrid and flexible working arrangements
  • Wellbeing and service bonus leave
  • Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent
  • Paid volunteer leave and donation matching
  • Range of benefits to support your physical, psychological and financial wellbeing

About the Corporate Operations Group

In our Corporate Operations Group, you will work at the heart of Macquarie. Join a collaborative team who accelerate digitalisation, sustainability and social impact for the benefit of our people, customers, shareholders and communities. Our teams include technology, digital transformation and data, operations, human resources, business services, corporate strategy and solutions and the Macquarie Group Foundation.

Our commitment to Diversity, Equity and Inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply for a role regardless of their identity, including gender, race, ethnicity, cultural identity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background.

If you require adjustments to your working arrangements or the recruitment process, please let us know when applying.

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