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Senior Incident

4 months ago

Bella Vista, Australia Greenstone Financial Services Full time

About Us

Greenstone is a leader in the sales and distribution of insurance products under a portfolio of credible owned and white-labelled brands. Brands include Real Insurance, RSPCA Pet Insurance, Kogan Australia, Guardian Insurance, Australian Seniors and Choosi. We aim to make a positive difference in people's lives by providing quality solutions that help people protect the things closest to them.

Senior Incident & Problem Manager - Full Time Permanent Opportunity

Over the years, Greenstone has refined a number of bespoke internally developed software applications, which include leads and sales management, claims management, premiums collection and policy administration systems, as well as integrated underwriting platforms.

With a call centre environment at the heart of the business, the Company relies heavily on data security and world-class telephony solutions. These are supported by the in-house Technology team comprising of Product Engineering (Development, Testing, Solution Architecture, Business Analyst, Product Owners, Coaches and UX Designers) and Enterprise Technology Services (Cybersecurity, Service Delivery, Infrastructure & Cloud Operations, Audits and Governance.

The Senior Incident & Problem Manager will be responsible for the steady state of operations of all systems and changes by building and managing key ITIL capabilities, including Incident Management, Problem Management, systems monitoring & alerting.

Key Responsibilities:

  • Develop, implement, and maintain Incident & Problem Management service levels for all services across GFS Technology functions.
  • Monitor and report on service levels regularly, identifying areas for improvement to enhance service quality and efficiency
  • Oversee the rapid response to incidents, ensuring quick resolution, and liasing between technical teams, stakeholders, vendors and partners to ensure clear and concise information flow during incidents
  • Ensure a systematic approach to handle incidents through their lifecycle, identifying problems to prevent reoccurrence and leading the uplift of problem management capability
  • Build and maintain stakeholder relationships to understand issues, provide performance reporting and identify trends with a focus on continuous improvement

What are we looking for?

  • Strong understanding of Agile development, ITIL and service management methodologies
  • Proven experience in relationship management, effective collaboration with stakeholders and fostering strong partnerships and conflict resolution
  • Strong interpersonal and relationship-building skills with the ability to communicate confidently and effectively with both customers and senior management
  • Strong experience in organisation, tracking, follow-up, and analytical skills with the ability to collect, assess, and report factual data, present logical conclusions, and prepare high-quality written reports for presentation to senior stakeholders
  • Excellent problem-solving skills and the ability to accommodate changing priorities and directions
  • A self-starter proactively identifying potential issues that aren't readily apparent and effectively manage multiple projects/action items with minimal supervision
  • Experience developing strategies, policies and procedures, create and maintain a change management plan, coordinate with project managers and delivery teams to plan, schedule and oversee changes
  • Evaluate the impact, risk and benefit of proposed changes, facilitate the CAB meetings, ensure all changes comply with policies and regulatory requirements
  • Continuously evaluate and improve service management processes

Desirable:

  • Bachelor's degree in Computer Science, Information Technology, or a related field

Our Promise to Our People

We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

  • Fantastic employee benefits including a hybrid working week, additional days of leave based on tenure (Flexi-days)
  • Onsite parking or an annual $1200 travel allowance 
  • State of the art building facilities including a dedicated & subsidised on-site company café (weekly free lunch)
  • Free on-site gym access and health & well-being initiatives and programs
  • Opportunity to take part in in-house leadership & emotional intelligence workshops
  • Insurance cashback discounts on a range of insurance products through our Real Insurance brand
  • Quarterly award functions and a grand annual gala dinner to recognise our people
  • Retail discounts e.g. movie tickets, live shows + more
  • Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

Location

Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.

Apply Now

Don't meet every requirement? Don't worry, we'd still love to hear from you At GFS we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude, and potential for development.