Senior Incident Manager

2 months ago

Sydney, Australia Macquarie Full time

Our vision in the Corporate Operations Group division is to innovate and empower for a better future, this means delivering intuitive technology with people in mind. Our DNA is customer engagement, findings ways to innovate and do things differently, connecting data with engineering driving digitalisation and providing reliable and secure services. Join our Enterprise Service Management team and contribute to increasing the availability of our products and services and reducing technology disruption risk. The integrity and resilience of our services are critical to ensure they are ‘always on’ for Macquarie’s businesses.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 34 markets and with 55 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

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As an Incident Manager in the APAC region, you'll join a global team promoting reliability, risk management, and operational excellence. You'll focus on maintaining high service quality, adhering to technology standards, and implementing modern practices like SRE. The Enterprise Service Management team aims to ensure our Technology processes are robust, enhancing customer value and service resilience.
These principles focus on; Quickly identifying, addressing, and documenting key tech incidents, enhancing resilience and reducing incident recurrence through effective problem management and adopting practices like SRE and supporting change management and promoting a risk-aware culture, prioritizing customer-centric technology changes.

As an Incident Manager, you'll collaborate globally to transform service delivery, emphasizing resilience, agility, and innovation. You'll balance service reliability with supporting new technology trends and digital/data initiatives.

What you offer

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·       Experience in leading the coordination of responses to priority technology incidents, ensuring timely resolutions and communication with all stakeholders.

·       Experience in reducing the impact of priority incidents and providing efficient resolutions.

·       Ability to oversee technical incident bridges, providing guidance and leadership to technical teams and business stakeholders throughout priority incidents.

·       Act as the key escalation point for all priority incidents, ensuring prompt and effective resolution.

·       Able to conduct comprehensive post-incident reviews, documenting lessons learned and driving continuous improvement through a strong risk lens.

·       Align incident management strategies with business objectives and IT service management functions.

·       Excellent problem-solving skills and the ability to think analytically.

·       Strong attention to detail with proven ability in decision-making during priority incidents.

·       Strong communication skills, with the ability to explain complex concepts in simple terms.

·       Solid experience with DevOps, Atlassian suite, ServiceNow, BMC Helix and Grafana

·       Strong commercial mindset, pragmatic, motivated and passionate for modern practices such as Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services eliminating toil

·       Experience in the financial industry desired.

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

About Technology

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Technology enables every aspect of our business, for our people, our customers and our communities. Bring your unique perspective and join a global team who is passionate about accelerating the digital enterprise, connecting people and data, building platforms and applications and designing tomorrow’s technology solutions.

Benefits

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Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include: 

  • Hybrid and flexible working arrangements 
  • One wellbeing leave day per year and up to five additional days leave based on length of service
  • Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent 
  • Paid volunteer leave and donation matching 
  • Range of benefits to support your physical, psychological and financial wellbeing 
  • Access to a wide range of learning and development opportunities

Our commitment to diversity, equity and inclusion

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We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply for a role regardless of their identity, including gender, race, ethnicity, cultural identity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background.

If you require adjustments to your working arrangements or the recruitment process, please let us know when applying.

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