Major Incident

2 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 New Role**

Reporting to the Manager - Service Management, the Major Incident and Problem Manager is a key role for Technology Services and the Fund. T his role is responsible for the effective handling, management, coordination, and escalation of unplanned service interruptions, with the aim of restoring service as quickly as possible. During Major Incidents, this role leads the team tasked with speedy resolution, including internal resources and outsourced vendors.

This role is also responsible for coordinating the identification, diagnosis, and root-cause analysis of problems, and driving the problem management process - including a strong focus on proactive problem management.

Some of your duties will include, but not limited to:
- Coordinate responses to major unplanned service interruptions, prioritising the minimisation of business disruption and adherence to SLAs.

- Coordinate the management of Major Incidents, ensuring effective mobilisation of global response teams and prioritisation of tasks.

- Oversee all actions and recommendations necessary to resolve incidents, escalating to in-house experts or engaging external vendors as needed to minimise customer impact.

- Monitor and manage unresolved incidents, including problem analysis and resolution activities, while keeping key stakeholders informed of progress and escalation as required.

- Coordinate and manage post-incident reviews for major incidents, with a focus on root cause identification and driving actions to prevent reoccurrence.

- Lead problem management forums with stakeholders across the Fund, focusing on driving actions resulting from post-incident reviews.

**What You’ll Need**

- 8+ years demonstrated experience in Incident and/or Problem Management in a complex technology environment

- Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management

- Proven ability to implement ITSM improvement initiatives that promote quality assurance and consistency

- Ability to develop and maintain high-quality relationships with stakeholders at all levels, within and outside the Fund

- Excellent spoken and written communication skills

- Strong negotiation, influencing, and problem-solving skills

- Proven ability to lead and inspire teams (indirectly) toward a common objective

- \ Dedication to excellent customer service and a collaborative, responsible, team-player attitude

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose. _**
- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._

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