Incident Manager

2 weeks ago

Sydney, Australia KAPiTAL Consulting Full time
  • Financial Services
  • Flexible working conditions
  • Career Progression

The Incident Manager will be responsible for managing the response to IT incidents, ensuring timely resolution and minimal impact on business operations. They will oversee communication with stakeholders, coordinate recovery efforts, and implement processes to prevent future incidents. Additionally, they will provide detailed board level reports and analysis to improve service reliability and ensure compliance with organisational and regulatory standards.
  
Key Responsibilities:

  • Lead and manage major incidents, minimising business and customer impact while ensuring timely restoration of services.
  • Develop and implement proactive incident recovery procedures, including detailed restoration plans.
  • Design and enhance IT Service Continuity playbooks, incident management frameworks, and fire drill processes.
  • Build strong collaborative relationships with stakeholders, communicating effectively to provide updates and manage expectations during incidents.
  • Create and present incident and service management reports to senior stakeholders, ensuring clarity and actionable insights.
  • Oversee IT governance and risk management processes, adhering to compliance and regulatory standards in financial markets.
  • Collaborate on monitoring improvements and ITSM workflows, leveraging tools like ServiceNow for process automation and incident reporting.

Key Skills & Qualifications:

  • Proven experience in managing major incidents in 24/7, high transaction environments.
  • Expertise in IT Service Management (ITSM) and IT Operations Management (ITOM), with certifications in ITIL or COBIT preferred.
  • Strong knowledge of risk management frameworks, including the 3 Lines of Defense model.
  • Familiarity with financial markets, particularly risk and compliance requirements in regulated environments.
  • Technical expertise in Operations, Infrastructure, or Application Support.
  • Hands on experience with ServiceNow, JIRA, and monitoring tools to streamline incident and defect management.
  • Strong analytical and problem-solving skills, with a track record of designing and improving operational workflows.
  • Excellent communication and collaboration abilities, with experience engaging senior stakeholders.

Kapital Consulting is a niche Fintech Recruitment Business specialising in Technology, Project Services and Data Recruitment across Australia. For more information connect with us on www.kapitalconsulting.com.au and follow us on www.linkedin.com/company/kapital-consulting

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