Major Incident Management Analyst, Specialist

**About Vanguard**

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

**Our Team & Opportunity**

Global Technology Operations APAC is the Australian hub for all our IT infrastructure and end user services support, operations and engineering. We operate across multiple platforms and support our global sites in a follow-the-sun-model. This Major Incident Management Analyst, Specialist position presents a great opportunity for an experienced IT support analyst with exposure to IT Service Management and the Incident Management arena with a passion for ITIL.

At present we have an opportunity to bring on board a Major Incident Management Analyst, Specialist to be responsible for the in-region support of our Major Incident Management function where they will support major IT systems incident management processes and resolutions and support the development of enterprise-wide best practises to limit major IT incidents.

**What you will do**:

- Supports team in coordinating appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
- Supports effective communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
- Supports documentation and chronology of events during incident management conference calls. Updates knowledge management database of major incidents and subsequent responses.
- Updates the incident reporting systems with resolution information, liaises with problem management on detection of potential trends, and prepares historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.
- Supports response to emergency changes in accordance with defined policy and process.
- Participates in special projects and performs other duties as assigned.

**What are we looking for**:

- Undergraduate degree in related field or the equivalent combination of training and experience.
- Minimum five years of experience in at least one of the following: Tier2 Platform Support (Windows, Unix, Network), PCOE Support, Technical Architecture.
- Advanced knowledge of the following Incident and Problem Management process:

- Service Level Agreements
- Severity 1 and 2 Incident Management policies and procedures
- Problem management lifecycle
- Excellent written and oral communication skills - ability to communicate with senior stakeholders up to Executive level
- Excellent analytical, problem-solving and negotiation skills
- Ability to prioritise issues - quickly assimilate information to understand impact and priority
- Strong ITSM Process depth and breadth for incident management including end to end Incident Management support

Specializations that will make an impact:

- ITIL v3/4 Foundations certification
- ServiceNow knowledge

Special Factors
- Hybrid Shift support in a 24/7/365 environment. (This includes all holidays).
- Scheduled on call required for weekend support.

**Inclusion Statement**

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

**How We Work**

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.