Critical Incident Manager

2 weeks ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

Critical Incident Manager

Sydney or Brisbane
- 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 just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler and better for our customers and each other.

**About the role**

This is a fantastic opportunity for an experienced Critical Incident Manager to join Suncorp as we embark on a maturity uplift in this function. The team are dedicated to continuously improving and embracing change, so this is a unique chance to play a key role as part of this transformation and see the difference you can make. In particular you will work closely with relevant stakeholders to enhance the problem management and post incident review process.

The Critical Incident Manager holds a pivotal role in the day-to-day management of Major Incidents within Suncorp driving restoration, recovery and review of critical incidents based on best practise within an ITIL Framework.

You will have responsibility for facilitating the initial Problem Management Post Incident Reviews and play an active role in the implementation and transformation of Incident Management, policies, processes, and procedures, with a focus on continual service improvement.

You have key responsibility for executive C level communications during incidents and post incident summaries, ad hoc, weekly and monthly reporting data repositories such as ServiceNow.

The team is collaborative and supportive, offers a hybrid working model and innovative company culture. The role will require someone who is able to work on an oncall 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 the same as others.

**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 line with resolution SLA's.
- Your priority is to minimise the impact to our business and operations and to meet Service Level Agreement (SLA).
- Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes.
- Initiate, schedule and conduct post incident reviews as needed and ensure lessons learnt are shared with the required staff / engineers.
- Work with the relevant stakeholders to produce Post Incident Reviews (PIR's).
- Follow through with stakeholders to determine root cause.
- Review and make recommendations based on Incident Trend reporting and analysis
- Work with ITSM Communications Manager to produce and update weekly, monthly and quarterly incident reports.
- Actively participate in Continual Service Improvement by identifying improvements to the critical incident management process
- Ability to work on a rotation 24x7 oncall roster

**What you’ll bring**:

- Minimum of 5 years’ experience as an incident manager
- Minimum of 3 years’ experience in Problem Management
- Strong experience undertaking post incident reviews
- Highly organised and excellent time management skills
- Current experience using ServiceNow for Incident, Problem Change, Relationship mapping, reporting and dashboarding.
- Experience working in a high-volume, fast-paced environment
- Stakeholder management and negotiation experience
- Experience working within a large Enterprise IT Department or organisation.
- Ability and confidence to direct multiple SME resources on incident calls while dealing with ambiguity.
- Continuous improvement mindset is essential

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving,

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