Incident Response Consultant

2 weeks ago

Sydney, Australia Westpac Group Full time

**Sydney, NSW location**:

- **Night shift work, 24/7 x 365 **roster**:

- **Join the Group Protective Services team**

**How will I Help?**

Group Protective Services is part of the Corporate Services (Division) which provides services to the Westpac Group in the areas of Group Property, Group Procurement and Partnerships and Group Protective Services (GPS).

GPS purpose is to protect Westpac Group employees, business operations and customers by developing a world class Protective Services function that enables the Group to best protect its employees, business operations and customers in the event of an incident or crisis.

This role reports to the Senior Manager WIRC and plays a critical role in ensuring the physical safety of Westpac employees, customers, and assets through alarm monitoring, triaging incidents, and responding to calls for assistance 24 hours a day/ 7 days a week/ 365 days a year.

As an Incident Response Consultant, you will be first line resolution for all security and non-security related incidents including monitoring the security environment and receiving calls for assistance to ensure all incidents are assessed and escalated to protect Westpac employees, customers, assets, and operations. You’ll also
- Effectively respond and escalate all security incidents and non-security incidents
- Triage and effectively escalate incidents in accordance with standard operating procedures and within service level agreements
- Proactively collect client feedback in relation to GPS performance
- Provide physical access to secure locations to authorised personnel
- Document security and other incidents in accordance with standard operating procedures
- Raise guard requests and obtain feedback on guard performance
- Proactively collect client feedback in relation to GPS performance

**What’s in it for me?**
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.

**What do I need?**
- Excellent customer service skills
- Active listening skills and ability extract relevant information
- Excellence verbal and written communication skills
- Strong prioritisation and organisation skills
- Ability to work under pressure and stressful situations
- Strong attention to detail
- An ability to effectively switch between multiple systems while helping impacted colleagues to stay calm and focused

**What is it like to work there?**
We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

**How do I Apply?**

Start here. Just click on the **APPLY **button.
- Our people are our highest priority, and we are committed to placing our redeployees in available roles before we review other applicants._

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