Senior Critical Incident Manager

1 month ago

Brisbane City, Australia Vero Insurance Full time

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 experienceAbility and confidence to direct multiple SME resources on incident calls while dealing with ambiguity.Highly organised and excellent time management skillsFlexible 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 skillsAbility 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

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