Major Incident Management Analyst, Specialist

3 weeks ago

Melbourne, Australia Vanguard Full time

**About Vanguard**

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

**Our Team & Opportunity**

Global Technology Operations APAC is the Australian hub for all our IT infrastructure and end user services support, operations and engineering. We operate across multiple platforms and support our global sites in a follow-the-sun-model. This Major Incident Management Analyst, Specialist position presents a great opportunity for an experienced IT support analyst with exposure to IT Service Management and the Incident Management arena with a passion for ITIL.

At present we have an opportunity to bring on board a Major Incident Management Analyst, Specialist to be responsible for the in-region support of our Major Incident Management function where they will support major IT systems incident management processes and resolutions and support the development of enterprise-wide best practises to limit major IT incidents.

**What you will do**:

- Supports team in coordinating appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
- Supports effective communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
- Supports documentation and chronology of events during incident management conference calls. Updates knowledge management database of major incidents and subsequent responses.
- Updates the incident reporting systems with resolution information, liaises with problem management on detection of potential trends, and prepares historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.
- Supports response to emergency changes in accordance with defined policy and process.
- Participates in special projects and performs other duties as assigned.

**What are we looking for**:

- Undergraduate degree in related field or the equivalent combination of training and experience.
- Minimum five years of experience in at least one of the following: Tier2 Platform Support (Windows, Unix, Network), PCOE Support, Technical Architecture.
- Advanced knowledge of the following Incident and Problem Management process:

- Service Level Agreements
- Severity 1 and 2 Incident Management policies and procedures
- Problem management lifecycle
- Excellent written and oral communication skills - ability to communicate with senior stakeholders up to Executive level
- Excellent analytical, problem-solving and negotiation skills
- Ability to prioritise issues - quickly assimilate information to understand impact and priority
- Strong ITSM Process depth and breadth for incident management including end to end Incident Management support

Specializations that will make an impact:

- ITIL v3/4 Foundations certification
- ServiceNow knowledge

Special Factors
- Hybrid Shift support in a 24/7/365 environment. (This includes all holidays).
- Scheduled on call required for weekend support.

**Inclusion Statement**

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

**How We Work**

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

  • Major Incident Management Analyst, Specialist

    3 weeks ago

    Melbourne, Australia Vanguard Group Full time

    Major Incident Management Analyst, Specialist - ITSDS2004 **About Vanguard** More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was...

  • Major Incident Management Analyst, Specialist

    3 weeks ago

    Melbourne, Australia Vanguard Group Full time

    **About Vanguard** More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external...

  • Major Incident

    3 weeks ago

    Melbourne, Australia UniSuper Full time

    **About US** UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you. We offer an impressive range of benefits that includes a highly achievable annual bonus; additional...

  • Major Incident

    3 weeks ago

    Melbourne, Australia AustralianSuper Full time

    At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members. **Your...

  • Major Incident Manager

    3 weeks ago

    Melbourne, Australia Capgemini Full time

    Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want. **Let’s talk about the role and responsibilities** You will be working within a varied complex role with one of...

  • Major Incident Manager

    4 weeks ago

    Melbourne, Australia Capgemini Full time

    Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want. **Let’s talk about the role and responsibilities** You will be working within a varied complex role with one of...

  • IT Major Incident Manager

    2 weeks ago

    Port Melbourne, Australia Bega Cheese Full time

    If you are curious & creative, invested in not only your own success but also the growth of others, and believe in building the Great Australian Food Company, then you might be the one for us!- Work for an iconic Australian brand!- Great step up to progress your career in IT- Hybrid working, 3 days office, 2 days- On-site canteen and store full of our...

  • Major Incident Management Lead

    3 weeks ago

    Melbourne Airport, Australia Team Global Express Full time

    Are you a natural leader with a passion for delivering exceptional service? Do you have a background in Information Technology and experience driving the MIM team? If so, we have an exciting opportunity for you to join Team Global Express as our new Major Incident Management Lead. In this role, you will be responsible for helping and guiding the MIM team to...

  • Incident Response Specialist

    3 weeks ago

    Melbourne, Australia AGL Energy Full time

    As the needs of our customers change, so do we. At AGL, we believe progress is powered by our people. If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today. Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more...

  • Incident Management Analyst

    3 weeks ago

    Melbourne, Australia HESTA Full time

    Incident Management Analyst **Careers with Impact** At HESTA we're a leading national superannuation fund dedicated to people working in health and community services - a growing sector of ordinary people doing extraordinary things, day in day out, right across Australia. More than 1 million Australians trust HESTA with their money. So together, we invest...

  • Digital Major Incident

    3 weeks ago

    Melbourne, Australia Asahi Beverages Full time

    **Your Impact** As the Digital Major Incident & Problem Lead at Asahi Beverages, you will play a critical role in ensuring the seamless delivery of digital services, vital for the continuous and efficient operation of our business. Your leadership will drive the resolution of major incidents, minimize business disruptions, and oversee Problem Management...

  • Security Incident Analyst

    4 weeks ago

    Melbourne, Australia Aurec Human Capital Group Full time

    **12 month contract**: - **$1326 per day incl super**: - **Cyber Security - Security Incident Analyst** Are you an experienced Cyber Security Incident Analyst looking for an exciting opportunity in Melbourne's vibrant Central Business District (CBD)? We are seeking a highly skilled professional to join a dynamic team as a Cyber Security Incident Analyst....

  • Security Incident Analyst

    4 weeks ago

    Melbourne, Australia Aurec Full time

    12 month contract - $1325 per day incl super - Hybrid model x3 days onsite Melbourne CBD - **12 month contract**: - **$1326 per day incl super**: - **Cyber Security - Security Incident Analyst** Are you an experienced Cyber Security Incident Analyst looking for an exciting opportunity in Melbourne's vibrant Central Business District (CBD)? We are seeking...

  • Incident Management Analyst

    2 days ago

    Melbourne, Victoria, Australia Xero Full time

    Are you passionate about ensuring the reliability of complex systems? Do you enjoy analyzing data to identify trends and patterns? If so, we'd love to hear from you!As a Technical Reliability Specialist at Xero, you will play a critical role in driving the problem management process to a proactive stance by using incident data to identify trends in failures....

  • Incident Specialist

    4 weeks ago

    Melbourne, Australia Link Group Full time

    **Overview** - This role will report to the Team Leader - Incident Management to perform Incident Management activity across Services & Transformation. - As an Incident Analyst you will be responsible for ensuring that the organisation conducts an efficient, timely and transparent incident process, which results in strong and robust preventative actions...

  • Incident Management Analyst

    3 weeks ago

    Melbourne, Australia HESTA Full time

    **Careers with Impact** At HESTA we're a leading national superannuation fund dedicated to people working in health and community services - a growing sector of ordinary people doing extraordinary things, day in day out, right across Australia. More than 1 million Australians trust HESTA with their money. So together, we invest billions of their savings...

  • Customer Incident Manager

    3 weeks ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Risk Analyst, Incidents

    4 weeks ago

    Melbourne, Australia AustralianSuper Full time

    At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. **Your...

  • Incident & Complaints Analyst

    3 weeks ago

    Melbourne, Australia Iress Full time

    Incident & Complaints Analyst **See yourself being part of a large, transformational change? This could be the role for you!** **At Iress, we make things happen** We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More...

  • Incident Risk Specialist

    5 days ago

    Melbourne, Victoria, Australia AustralianSuper Full time

    AustralianSuper seeks a skilled Risk Analyst to join its Line 1 Risk and Compliance Team in the Member Domain for a 6-month contract. This role plays a vital part in the end-to-end management of incidents, including conducting thorough root cause analysis and assessing incidents.The ideal candidate will provide guidance and support to the Risk and Compliance...