IT Incident and Improvement Lead

6 days ago

Parramatta, Australia iCare Full time

**Parramatta**
- Act as an Major incident escalation focal point
- 12 months Fixed Term Opportunity| Paramatta office| Hybrid working environment.
- Salary from $ 139,787+ super, plus benefits

**About the Role**

The purpose of the role is to drive the restoration of icare systems and technologies to normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Represent IT Operations and maintain key relationships with technology stakeholders to continually improve the reputation of icare systems and technologies.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- icare day - access to an extra day’s leave
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same; as an **IT Incident & Improvement Lead** you will:

- Manage the end to end management, communication, escalation, investigation and resolution of incidents across icare systems and technologies problems, understanding business impacts and appropriately prioritising, to ensure there is mínimal disruption to business activities.
- Engage, coordinate and negotiate with technical practices and technology partners to ensure efficient and effective coordination and cross team co-operation in incident resolution.
- Deliver communication of incidents, updates, status and resolution across the organisation that are timely and add value.
- Act as an incident escalation focal point. Drive, develop and manage the major incident process and associated procedures across icare.
- Document post incident recovery steps to establish root cause, aid in process improvements, identify deviations and to enable creation of a knowledge base.

**Your story so far**:

- Extensive planning experience combined with experience in a leadership role in the insurance industry.
- Relevant tertiary education in either information technology, project management, business systems or equivalent knowledge and skills acquired through extensive practical experience.

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

In addition, we insure builders and homeowners, provide treatment and care to people severely injured on NSW roads; and protect more than $266.6 billion of NSW Government assets, including the Sydney Opera House, the Sydney Harbour Bridge, schools and hospitals.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**:

- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.

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