Major Incident

**About us**
Rabobank Australia is the world's leading specialist in food and agribusiness banking. We are structured as a cooperative. Our purpose is clear: we enable our clients to feed the world sustainably. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.

Rabobank has an opening for a Major Incident & Problem Management Lead. You will join a highly engaged IT team centralised in Sydney, who work a hybrid mix of working from home and the Rabobank CBD office. This role is structured within Security & Support Services team which is comprised of a mixture of Service Management and Incident Access Management team members. The core role focus is Incident Management with a secondary focus on service management. You will be able make a genuine impact in this role with review and improvement of service management an important focus area this year.

**Key Responsibilities**:

- Act as key point of contact for escalation of Technology Major Incidents (Priority 1 and 2 impacting Rabobank ANZ business core services)
- Facilitation of escalated major incidents to reconfirm true state of impact, priority level of the incident and ensure all governing procedures from the Major Incident assessment matrix clearly are clearly met. Ensuring return of service(s) is delivered within the SLA requirements of priority level
- Establish relationships both locally and globally within the Major Incident & Problem Management and Service Level agreements
- Escalate and facilitate in a crisis impacting the key services at Rabobank, the APAC business and/or critical IT Infrastructure
- Work and collaborate closely with the infrastructure and systems teams to confirm and declare priority incidents
- Lead in addition to facilitation of major incidents, post incident review (PIR) meetings, including root cause identification and provide actions plans to ensure mitigation of reoccurrence of the incident is minimised
- Communicate both locally to key stakeholders and executives where required, regarding major incident findings
- Form and lead of strategic approach to enhance Problem Management process, procedures, and tie in back to Major Incident management alongside Incident Management
- Work closely with the wider Technology & Operations Domain teams to provide automation opportunities and continual efficiencies
- Support facilitation of periodical reviews of all associated SLAs; agreements (global; regional) ensuring all aspects are kept up to date as required
- Support and be part of any general Service Management requirements that will need involvement in establishing and/or facilitation to support all Technology teams

**Experience, Skills & Attributes you will bring to the role**:

- 8 years in Service Management/Transition experience, including at least 3 - 5 years in a Major Incident Management along with Problem Management
- Knowledge of general Service Management fundamentals
- A good understanding of IT Operating systems, network protocols and cloud technologies
- ITIL v3/v4 certifications
- High level of attention to detail
- Critical thinking, analytical and problem-solving skills
- Excellent verbal and written communication skills
- Note that this role is required to provide out of hours "on call" support during evening and weekends. in the event of an incident arising._

**What we're proud to offer you**:

- Hybrid work environment
- Two Wellbeing Leave days
- Education Assistance Program to assist with your professional development
- An inclusive Parental Leave policy
- An incentive for eligible employees to receive 1 extra week Annual Leave. With an option to also purchase another 2 weeks Annual Leave
- Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, Temporary & Permanent Disability (TPD) and Income Protection Insurance
- As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners

Rabobank is committed to a culture where diversity and inclusion is valued, respected, and encouraged. We welcome applicants from diverse cultures, faith and sexual orientation. If you'd like to discuss how we can make our opportunities more accessible to you, please let a member of the Talent Acquisition team know.