Critical Incident Manager
3 weeks ago
The Critical Incident Manager plays 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 practices within an ITIL Framework.
Key Responsibilities- Initiate the critical incident management process when a high-impact incident has been reported.
- Lead, respond, drive, facilitate, and chair all critical incident investigation activities and meetings with relevant stakeholders.
- Monitor and coordinate with resolver groups, vendors, and service owners to resolve the incident in line with resolution SLAs.
- 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 learned are shared with the required staff/engineers.
- Actively participate in Continual Service Improvement by identifying improvements to the critical incident management process.
- Minimum of 3 years' experience as an incident manager, including experience undertaking post-incident reviews.
- Minimum ITIL V3 Foundation.
- Demonstrable experience in C-level communication, both written and verbal, in PowerPoint, MS Word, Email, and Microsoft Teams chat channels.
- Current experience using ServiceNow for Incident, Problem, Change, Relationship mapping, reporting, and dashboarding.
- Experience working in a high-volume, fast-paced environment and within a large Enterprise IT Department or organization.
- Stakeholder management and negotiation experience.
- Ability and confidence to direct multiple SME resources on incident calls while dealing with ambiguity.
- Highly organized and excellent time management skills.
- Flexible mindset, resilient with a strong drive to ensure critical incidents are resolved effectively and efficiently.
- Continuous improvement mindset is essential.
- Ability to work on a rotation 24x7 on-call roster.
We're proud to be a part of the Suncorp family, alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day.
For over 100 years, Suncorp has been driven by our guiding Purpose – to build futures and protect what matters. To ensure we deliver on that Purpose, we've made a commitment, built on trust, empowerment, and flexibility – to help our people unlock their full potential and unleash their best and brightest selves.
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