Service Reliability Manager

Overview

As a Digital Bank, software engineering is at the core of what we do. Our engineers operate in an autonomous environment where they are empowered to “do it right” and continuously learn, becoming masters in their craft. You will foster and nurture a culture of psychological safety that encourages innovative thinking and early risk escalation while taking a collaborative approach.

Our DNA is customer engagement, finding ways to innovate and do things differently, connecting data with engineering to drive digitalisation and provide reliable and secure services. Join our BFS Reliability Service Management team and contribute to increasing the availability of our products and services and reducing risk.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone — no matter what role — contributes ideas and drives outcomes.

What role will you play?

As the Service Reliability Manager, you will help manage the team to foster our reliability, risk management and operational excellence culture. You will lead a performance-oriented culture driving sustainable customer outcomes by owning and delivering on our incident, problem, and change management standards and practices. These standards and practices are based on stable and robust core risk management and service reliability principles, guiding us on:

- Timely detection, investigation, remediation, and reporting of priority technology incidents with a high level of data quality.
- Providing insights and analysis of all reliability measurements
- Managing and owning various reliability reporting to product, engineering, Executive Management and for regulatory requirements
- Supporting initiatives for improvements to incidents and postmortem processes
- Supporting our change management process and maintaining an appropriate risk culture, while facilitating fast and reliable technology change by thinking about the customer.

You will work closely with many stakeholders to achieve our objective of reimagining service delivery and providing laser-like focus on all three fronts: resilience, agility and innovation.

What you offer

- Career in technology operations, major incident management, service reliability and delivery
- Experience in regulatory and executive reporting
- Experience in reducing the impact of priority incidents and providing efficient resolutions
- Experience identifying control gaps and implementing governance controls
- Capable of identifying process improvements opportunities and leveraging latest technologies and techniques to deliver value to stakeholders
- Strong commercial mindset, pragmatic, motivated and passionate for Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services
- Proven ability to foster strong collaboration and sense of belonging within the team

We love hearing from anyone inspired to build a better future with us. If you’re excited about the role or working at Macquarie we encourage you to apply.

What we offer

At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:

- 1 wellbeing leave day per year
- Up to 5 additional service bonus leave days per year
- Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers
- 2 days of paid volunteer leave and donation matching
- Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave
- Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
- Access to a wide range of salary packaging options
- Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
- Hybrid and flexible working arrangements, dependent on role
- Reimbursement for work from home equipment

About Banking and Financial Services

Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential – whether that’s buying a home, growing a business or investing to manage wealth.

Our commitment to diversity, equity and inclusion

We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.

Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.

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