Senior Critical Incident Manager

3 weeks ago

Brisbane, Australia Suncorp Group Full time

Sydney (PREFERRED) OR Brisbane

  • Act as team lead, coaching and mentoring
  • Perfect for someone with a continuous improvement mindset, really make a difference
  • Hybrid working model, on-call component, supportive and collaborative team

We’re never just satisfied with how things are – because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions – with the aim of making life a little brighter, simpler and better for our customers and each other. 

About the role:

The Senior Critical Incident Manager holds a pivotal role in the day-to-day management of Major Incidents within Suncorp driving restoration, recovery and review of critical incidents based on best practice within an ITIL Framework. To succeed in this role, it is essential that you have the strength of character combined with a flexible mind-set and a real drive to ensure resolution of incidents.

As a senior member of the team, you will lead the Critical Incident Team members to ensure key attributes are continuously met and improved for individuals, along with the wider team.

You will be actively involved in the implementation and transformation of Incident Management, policies, processes, and procedures, with a focus on continual service improvement. This also includes providing Executive-level communications during incidents and post incident summaries, ad hoc, weekly, and monthly reporting data repositories such as ServiceNow.

The team is collaborative and supportive, offers a hybrid working model and innovative company culture. The role will require someone who is able to work on an on-call shift rotation (approx. 7 days within 21), however the exact rotation will depend on what suits everyone in the team best. At Suncorp we are flexible in the way we approach our work, and we are open to supporting you to achieve your work goals even if that means your work week doesn’t look the same as others.

 What you’ll do:

  • Initiating the critical incident management process when a high impact incident has been reported.
  • Leading, responding, driving, facilitating, and chairing all critical incident investigation activities and meetings with relevant stakeholders.
  • Monitor and co-ordinate with resolver groups, vendors, and service owners to resolve the incident in line with resolution SLA's.
  • Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes.
  • Initiate, schedule and conduct post incident reviews as needed and ensure lessons learnt are shared with the required staff / engineers.
  • Review and make recommendations based on Incident Trend reporting and analysis.
  • Work with ITSM Communications Manager to produce and update weekly, monthly and quarterly incident reports.
  • Actively participate in Continual Service Improvement by identifying improvements to the critical incident management process

What you’ll bring:

  • Minimum of 5 years’ experience as an incident manager including experience undertaking post incident reviews.
  • Demonstrable experience in C level communication both written and verbal in Powerpoint, MS Word, Email and Microsoft Teams chat channels.
  • Current experience using ServiceNow for Incident, Problem Change, Relationship mapping, reporting and dashboarding.
  • Experience working in a high-volume, fast-paced environment and within a large Enterprise IT Department or organisation.
  • Stakeholder management and negotiation experience
  • Ability and confidence to direct multiple SME resources on incident calls while dealing with ambiguity.
  • Highly organised and excellent time management skills
  • Flexible and continuous improvement mind-set, resilient with a strong drive to ensure critical incidents are resolved effectively and efficiently.
  • Strong team player with excellent communication skills
  • Ability to work on a rotation 24x7 on-call roster.

What we can offer you:

  • Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
  • A range of flexible working and leave options.
  • Invest in your brighter future with ongoing study support and career development programs.
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave.
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
  • On-call rates and overtime rates also apply for this role

About Suncorp Group:

We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp Group has been driven by our guiding Purpose – to build futures and protect what matters. To ensure we deliver on that Purpose, we’ve made a commitment, built on trust, empowerment, and flexibility – to help our people unlock their full potential and unleash their best and brightest selves. With the backing and support of some of the most trusted names in banking and insurance, the Suncorp Group family provides our people with every opportunity to grow their career as they make a meaningful difference for our customers and our communities. We’re excited about what we can achieve together, working every day to be better, do more and realise the future we want to see just beyond the horizon.

If this opportunity sounds like the challenge, you have been looking for, please apply online today.

At Suncorp we build inclusion by providing an environment where everyone is able to be themselves and feel valued, involved and respected for their perspectives and contribution.

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