Major Incident

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

As our Major Incident and Problem Manager reporting to the Head of Operations Support, you will be responsible for managing major incidents and problems through 1st, 2nd and 3rd line support to ensure they are resolved satisfactorily. Responsibility for the Incident and Problem Management process is held by this role which includes driving its efficiency and effectiveness.

This is a fantastic opportunity where you will play a crucial role in minimising service disruptions, improving incident response times, and driving continuous improvement across IT services.

**A few of your responsibilities**:

- Serves as the single point of contact for all Star teams/ Tribes on complex escalated issues.
- Facilitates communication and escalation across the Star IT teams and possibly the entire organization driving incidents to complete resolution.
- Be a part of the Critical Decision Team which is the Situation/Communication Lead during DR/ BCP. Ensures appropriate leadership communication during critical issues.
- Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.
- Tracks and analyses trends of escalated issues highlighting and accounting for areas of risk.
- Onboarding of new technical resources to the Incident Management process and products as the company continues to grow

**What we are looking for**:

- Has a proven track record in managing escalations with defined operational procedures.
- 5+ years’ verifiable experience in an IT Service Management environment
- Ability to perform duties and multitask during high-pressure situations
- Ability to liaise with senior staff and third-party executives
- Ability to command a situation and take control of conversations to reach desired outcomes
- Experience of Incident and Problem Management process and tools
- Business and financial awareness of the impact of Incidents and Problems

**About you**:
As a strong communicator, you excel at handling multiple projects and issues with ease. Your problem-solving skills are enhanced by a proactive approach, enabling you to prevent potential incidents before they arise. This not only improves efficiency but also ensures the smooth execution of projects, showcasing your ability to navigate complex situations effectively.

Your role will be pivotal in shaping the success of our IT Operations and Services and reduce the impact for all Major Incidents. Join us in making a difference.

**What we can offer you**:

- Complimentary meal on site every day including hot meals, sandwich bar and more.
- Up to 30% discounts across award winning restaurants and accommodation
- An organisation that values diversity, teamwork and being your best self.
- Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
- Extraordinary growth opportunities personally and professionally
- Opportunity to work with elite professionals and assets
- Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position._

**Our culture**:
Each team member is expected to champion The Star’s Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star’s culture.

Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It’s your time to SHINE

Click on the link below to make your next career move with The Star.