Operations Centre Analyst

7 days ago

Toowong, Australia Auto & General Full time

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.

Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. 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.

Purpose of the Role

The purpose of the Operations Centre 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

Position Accountabilities

  • Manage event management system and collaborate with Technology Support teams.
  • Work with CMDB Analyst to ensure full monitoring coverage and maintain CSDM definitions.
  • Ensure adequate service coverage with Technology Support teams.
  • Identify event/alert patterns for effective problem management.
  • Fine-tune alert thresholds with Technology Support teams for actionable events.
  • Define and maintain Event Management dashboards and reports.
  • Support Major Incident Management and communicate clearly during incidents.
  • Drive proactive Problem Management and Continual Service Improvement.
  • Assist with Problem Management and Post Incident Review processes.
  • Improve Service Delivery procedures, standards, and processes.
  • Participate in after-hours on-call rotation as needed.

Knowledge and Experience:

Skills and Experience:

  • Confident self-starter with excellent communication skills and a can-do attitude.
  • Strong analytical thinking and troubleshooting skills.
  • Ability to guide and influence colleagues.
  • Understanding of ITIL-based practices for managing technology events, incidents, and problems.
  • Ability to work in a fast-paced environment under pressure.
  • General technology troubleshooting skills at server, cloud, network, and application levels.

Qualifications

  • ITIL v4 Foundation certificate.
  • ServiceNow knowledge, ideally ITOM (Event Management).
  • Familiarity with monitoring tools like New Relic and 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.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

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.

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