Incident Response Specialist

The Incident Response Specialist oversees the full lifecycle of IT incidents (including major incidents) ensuring rapid response and resolution, minimal disruption, and alignment with business priorities. This role demands strong ITSM expertise, cross-functional collaboration, and flexibility to support related functions like Problem, Change and Knowledge Management.

Key Tasks

• Identify opportunities for process improvements, drive continuous improvement initiatives, and collaborate with business stakeholders to align incident management with business priorities.
• Take strong responsibility for ensuring these initiatives are successfully implemented and deliver measurable business outcomes.
• Conduct business impact analysis and manage risks to ensure that incident management activities are aligned with business needs.
• Facilitation and communication with relevant stakeholders and remove training and coordination
• Managing seamless Incident process management interaction with other ITSM processes, such as knowledge, supplier, problem, change, configuration, event, access and service level management
• Provide training and guidance on incident management processes and best practices.
• Support other team members in the delivery of their respective focus areas such as Change, Problem, Knowledge or those in the ITSM space.
• Oversee and participate operationally in the incident management process, from identification to resolution, ensuring minimal disruption to business operations.
• Take strong responsibility for improving operational effectiveness and efficiency of the Incident Management Process by defining, establishing, and improving documentation, knowledge, relationship management, quality, governance, performance, and automation.
• Maintain clear and timely communication with stakeholders, providing updates on incident status and resolution efforts.
• Generate and present Post Incident Reports (PIR) to senior management, highlighting key matrices
• Support the service transition process by ensuring changes to service and service management process and carried out in a coordinated way

Essential

• Minimum of 3-5 years' experience in an incident management or a related role
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work under pressure and manage multiple incidents simultaneously.
• Proficiency in Incident Management tools and software
• Experience working in an organisation that uses ITIL framework and best practices.
• Business Acumen - Strong understanding of business goals and the ability to align incident management activities with these goals. Take responsibility for ensuring that incident management supports and enhances business objectives.
• Strategic Thinking - Ability to drive business-focussed outcomes and make decisions based on business priorities. Take ownership of strategic initiatives and ensure they are aligned with HCFs goals.

Desirable

• ITIL Foundations Certification
• Relevant hands-on experience in a fast-paced organisation

About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits
Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
Skills
We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps
If you
require any adjustments
to assist you in making your application or during the recruitment or onboarding process, please reach out to
Talent Acquisition –
to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.