Major Incident Manager

Primary Details

Time Type: Full time

Worker Type: Employee- Parramatta location- Permanent, full time position

Your part in a changing world

At QBE, our purpose is to enable a more resilient future.

We’re an international insurer and reinsurer with a local presence in 27 countries.

Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage.

We’ve been cultivating resilience since 1886, when our founders started a marine insurance company in Townsville, Australia to give early pioneers a safeguard against uncertainty.

Today, we employ more than 11,600 people around the world, and our product portfolio includes property, motor, crop, energy, marine and aviation insurance.

The role

This vital and challenging role plays an important part in our major incident management team across our overall IT service delivery & operations model which will engage you to undertake and support the execution of our Major Incident Management (MIM) Process and support our Problem Management process.

Currently our MIM team provides support for the Asia Pacific region on a rostered basis from 6am AEST to 7pm AEST Monday to Friday and on an ‘on-call’ rostered basis on weekends.

How will I help?

A day in the role may look a bit like this;

Major Incident Management- Management of support teams, and suppliers, and necessary escalations to resolve major incidents- Monitor critical events across various monitoring tools and elevate issues to relevant technical teams for remediation as part of the proactive Major Incident Management process- Review incoming Incidents, assess impact and urgency using the Major Incident Management process- Own the Major Incident Management process including setting up and running a technical management bridge with support teams-
- Developing and maintaining accurate incident information to enable effective decision making and action (eg timeline, action log)- Clear, timely, and accurate communications to all key parties throughout each Major Incident being managed- Conduct Post Incident Review meetings for Major Incidents and preparation of a detailed Post Incident Review document for management circulation.- Participate in Global Major Incident Management forums and actively contribute to the Global Major Incident community on ITSM best practices

Problem Management- Management of support teams, and suppliers, and necessary escalations to identify and resolve root cause- Develop and maintain accurate problem related information to enable effective decision making and action- Clear, timely, and accurate communications to all key parties for all problems under management

Your story so far

You can demonstrate a track record of at least 5+ years relevant experience in major incident IT support and management of services in an ITIL framework environment with experience utilizing the ServiceNow ticketing system - especially Incident and Problem management systems.

Possessing strong troubleshooting skills and having solid Major Incident Management experience in the field across ideally many platforms, but predominantly in Mainframe, Pega, Guidewire and Microsoft platforms.

You will be supporting a vast geography across the whole of Australia/Pacific/NZ & including designated parts of the Asian region.

Your ability to communicate through a process remaining calm under “pressure” across various IT service demands and having an ability from your past experiences to “not get rattled easily” will be vital in your approach and success to this opportunity.

Having gained your certification in ITIL V4 Framework foundation - Expert (or equivalent) or Practitioner within one or more processes will be looked upon as very favourable.

You will also have;- Strong internal and external stakeholder management skills.- Experience working within a pressured environment, often tight to deadlines.- Excellent understanding and background of infrastructure and technology environment and management.- Strong demonstratable previous experience in ITSM and related functions.- Experience working with outsourced partners.- Able to proactively manage customer and key stakeholder expectations.

We are here to support you

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:
- ‘Hybrid Working’ - a mix of working from home and in the office to enhance your work/life balance- Our ‘At My Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice- 12 weeks’ gender-equal flexible leave for all new parents, including paid super- The ability to maximise retirement savings through voluntary super contributions and company matching- Income protection in