Operations Centre Team Leader

Brief Description
Technology Operations Centre (TOC) Team Leader

The Role: As a TOC Team Leader, you will empower our Technology Operations Centre Team to provide efficient, secure, and reliable services to customers. This pivotal role focuses on real-time monitoring, incident detection, and major incident management, ensuring operational excellence and safeguarding our customer's experience.

Your New Team: You'll be joining an evolving and newly forming Technology Operations Centre Team within our Technology division. This team is crucial for ensuring our services are robust and reliable. We foster a collaborative environment where your contributions are valued, and success is rewarded, helping us achieve our goal of being Australia's best insurer.

Key Responsibilities

• Drive Major Incident Management, including clear communication to stakeholders.
• Lead proactive Problem Management and Continual Service Improvement initiatives.
• Lead and manage event management systems and processes, collaborating with Technology Support teams.
• Act as a Subject Matter Expert (SME) for Event Management, providing technical guidance.
• Ensure governance and alignment between Event Management systems and CMDB/CSDM.
• Collaborate with support teams to ensure comprehensive event management coverage.
• Implement processes to identify event patterns, supporting effective problem management.
• Optimise alert thresholds and maintain Event Management dashboards.
• Champion continuous improvement in Technology Operations procedures and standards.
• Participate in the after-hours on-call rotation.

Qualifications & Experience

• Proven success in leadership in event management and monitoring.
• Excellent communication, analytical, and troubleshooting skills.
• A strong understanding of ITIL-based practices for event, incident, and problem management.
• Ability to thrive in a fast-paced environment and manage pressure effectively.
• Proficiency in general technology troubleshooting across server, cloud, network, and application layers.
• ITIL v4 Foundation certification.
• Experience with ServiceNow, ideally ITOM (Event Management).
• Familiarity with monitoring tools such as New Relic and Solarwinds.
• Demonstrated Project Management and Team Leader experience.

Our Perks: Location – Toowong Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.

Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

• Hybrid Work: Work from home 2 days a week, with our office located in Toowong.
• Extra Leave: Paid 'ME' day, a paid volunteer day, and the option to purchase additional leave.
• Development Opportunities: Access to internal programs and online courses.
• Employee Discounts: Discounts on Budget Direct insurance products.
• Reward and Recognition: Celebrate high performance with recognition, rewards, and incentives.
• Onsite Facilities: End-of-trip facilities and private spaces for nursing mothers.
• Get Social: Participate in vibrant social and community activities, including annual celebrations.

About us: Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all. If you're ready to make a significant impact and thrive in a growing business, apply now Auto & General is committed to fostering an inclusive and diverse workplace where everyone can succeed. Note: Recruitment agencies are kindly asked to refrain from sending unsolicited resumes. Auto & General is not responsible for any fees related to unsolicited resumes.

Note: Recruitment agencies are kindly asked to refrain from sending unsolicited resumes. Auto & General is not responsible for any fees related to unsolicited resumes.