Major Incident & Problem Manager

Job Description

About the role

You will work autonomously and ensure the seamless delivery of services that is vital for the continuous and efficient operations of the bank for our customers. You will drive the resolution of major incidents so that business disruptions are minimized whilst overseeing and enhancing Problem Management processes. Your contributions will be pivotal in maintaining operational excellence and fostering continuous improvement, aligning our operations with business objectives.

The successful incumbent will be required to work on a rotational 24x7 on-call roster.

Your key responsibilities will include:

• Monitoring and co-ordinating with resolver groups, vendors, and service owners to resolve incidents in line with resolution service level agreements
• Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes.
• Facilitate post-incident-reviews (PIRs) with relevant stakeholders and produce high quality PIR documentation with appropriate actions.
• Ensure all major incidents records are accurately maintained.
• Oversee the actioning of problems by relevant operational groups.
• Collate and develop reports for management
• Collaborate with the Service Desk team and Service Now SME's to ensure monitoring and response processes are effective.
• Contribute to process improvement activities.

About you

You have solid experience in a similar role where you have a proven focus on driving improvements and excellence that are aimed a benefiting customers. You thrive in a high-volume, fast-paced environment, particularly within large and complex enterprise technology organizations. Your strong stakeholder management and negotiation skills ensure you are able to collaborate effectively with all levels of an organisation and across all teams and departments.

We also seek:

• Sound experience in an incident responder or administrator role
• Experience contributing to post incident reviews.
• Current experience using Service Now for Incident, Problem Change, Relationship mapping, reporting and dashboarding.
• Highly organised and excellent time management skills
• Demonstrable experience in preparing C level communication both written and verbal in Power Point, MS Word, Email and Microsoft Teams chat channels.
• Banking / financial services industry experience

Why you'll love working with us:

People First Bank - our new brand - says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You'll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Extend your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:
In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.

With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.
Apply online now:
Begin your People First Bank journey with us today!

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.

Job ID 300000071629084