Major Incidents Manager

3 weeks ago

Sydney, Australia Commonwealth Bank Full time

**Provide visible leadership in Major Incident Management**
- **Drive collaboration and strategy in key service areas**
- **Access to world leading technology and tools**

**Do work that matters**

We move at pace and push the boundaries to deliver industry-leading solutions. The size and scale of our business means that with us, you’ll work on real-life problems and develop solutions that will positively impact millions of customers.

**See yourself in our Team**

In Global Technology Services (GTS) we are the drivers of operational excellence and service resilience across the full technology stack. We are customer obsessed and ever inquisitive collaborators and problem solvers, striving to deliver best technology service outcomes for our customers and colleagues.

From risk and vulnerability monitoring, to major incident management, the Service Management group are custodians of the platforms that enable our colleagues to deliver the best outcomes for our customers.

**In this role
You will take ownership and lead the response team by protecting technology services from disruptions, and unplanned service impacts quickly, safely and sustainably.

This role will be on a shift cycle basis (including days, nights and public holidays) enabling 24/7 coverage.

Your responsibilities will also include:

- Leading the response, consolidation, recovery and restoration phases of major incidents across a wide range of bank services ensuring correct prioritisation of incidents
- Partnering with key stakeholders to identify and understand process vulnerabilities, change roadmaps, and potential workarounds
- Chairing Post-Incident Review processes, and driving the associated change initiatives
- Continuously improving the incident processes and procedures
- Pride themselves on timely and concise communication to stakeholders
- Are confident executing the Incident Management and Major Incident Management (MIM) process while maintaining service management records
- Pride themselves on minimising major incident durations and impacts in a timely manner

**We are interested to hear from people who have**:

- Solid hands on experience managing major incidents
- Are process driven, clear communicator and skilled problem solver, able to navigate through ambiguity in a calm and methodical manner to make data driven, risk sensitive decisions
- Rapidly identify and engage the correct colleagues, and lead a response team through a major incident will be essential to your success in this role
- In partnership with stakeholders, your confidence in communicating will ensure that the decisions that are being made align well against our risk appetite and are accessed appropriately
- As an ITIL qualified professional, you will drive best practice outcomes in line with our Group values and the expectations of our customers
- Prior financial service experience is advantageous but not essential

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Advertising End Date: 26/05/2023

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