Incident & Problem Manager

1 week ago

Melbourne, Australia AIA Full time

Be the lead in defining, implementing and maintaining the procedures and standards for the departments availability management and problem management.

The opportunity:
The Incident & Problem Manager is a pivotal member of the Infrastructure & Technology Operations Team. Be the lead in defining, implementing and maintaining the procedures and standards for the departments availability management and problem management.

To do this successfully you will:

- Implement the IT Service Management Strategy for Incident & Problem management
- Ensure incident response for services is provided effectively on a 7x 24-hour basis as part of our on call support.
- Ensure stable, efficient and effective service delivery and SLA fulfillment
- Work closely with Application teams, Service Desk and Outsource providers to triage and determine severity of Incidents.
- Identify and classify problems and their root causes
- Provide monthly reporting of performance within established standard
- Identify problem areas and opportunities to improve system stability
- Negotiate Service Level Agreement with the business for current and new Services, and implement them
- Manage and control service providers to deliver the sourced services according to agreed SLAs / OLAs
- Provide people and technical leadership, direction and support
- Champion change and facilitate change in the workforce to ensure delivery.
- Strong experience in IT service operations, and in systems and network administration
- Proven understanding of Incident and Problem Management disciplines.
- Degree in business administration, information management or a comparable degree
- ITIL Certification is preferred.
- Solid understanding of business needs and customer focus beyond technical/technology aspects
- Ability to manage competing priorities and operate under pressure
- Demonstrated leadership and people management skill.
- Ability to work non-traditional work schedules including weekends (on call allowance will be provided)
- Financial Services and/or Insurance Industry Experience is desirable

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2023 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

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