Operations Centre Analyst

**About us**

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance.

**The Role**

The purpose of Technical Operations Centre (TOC) Analyst is to enable the Service Delivery Team to deliver more effective and efficient, sustainable, secure and reliable services to its customers. The role involves, but not limited to real-time monitoring, Incident detection, Major Incident Management

**Accountabilities
- Own and manage event management system and processes, working with the Technology Support teams on their associated event status.
- Collaborate with CMDB Analyst to ensure full monitoring coverage of Configuration Items/Services are in place and establish/maintain CSDM definition to enable technology and business centric views for the monitoring dashboards and reports.
- Collaborate with Technology Support teams to ensure adequate coverage of supported services.
- Review and identify patterns of events and alerts to enable effective problem management to reduce event/alert volumes.
- Identify opportunities and work with Technology Support teams to fine tune alert thresholds to ensure meaningful and actionable events can be processed.
- Define and maintain Event Management dashboards and reports.
- Initiate and provide support for the Major Incident Management process as critical events are identified.
- Produce clear & accurate Communication's to the wider business as Major Incidents occur.
- Drive proactive Problem Management and Continual Service Improvement (e.g., implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service).
- Participate and assist with the Problem Management and Post Incident Review processes.
- Champion the continuous improvement and development of Service Delivery procedures, standards and processes.
- Participate in the after hours on-call rotation as required.

**Knowledge and Experience**:
A confident self starter with excellent communications skills and a can-do attitude. You bring with your strong analytical thinking and troubleshooting techniques that can guide & influence colleagues to achieve the outcomes. You will possess an understanding of ITIL based practices for managing technology-based events, incidents & problems. **Skills**:

- Able to work in a fast-paced environment and work under pressure

**Experience**:

- ITIL v4 Foundation certificate
- ServiceNow knowledge, ideally ITOM (Event Management)
- General knowledge of monitoring tools eg New Relic, Solarwinds

**Our Perks**
- **Location **- Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
- **Extra leave**:

- Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you're passionate about a cause, then we are too - we offer workplace giving and we'll dollar match your donations to registered charities.
- **Development opportunities**:

- We're championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You'll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities **- There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.