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Major Incident & Problem Manager

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AustralianSuper

9d ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Melbourne

AI generated summary

  • You need 8+ years in Incident/Problem Management, ITIL certifications, strong IT systems knowledge, excellent communication and problem-solving skills, and ability to build stakeholder relationships.
  • You will coordinate major incident responses, manage unresolved incidents, oversee incident resolution, lead post-incident reviews, and drive problem management actions across stakeholders.

Requirements

  • 8+ years demonstrated experience in Incident and/or Problem Management in a complex technology environment
  • Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management
  • Proven ability to implement ITSM improvement initiatives that promote quality assurance and consistency
  • Strong understanding of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), infrastructure, and applications
  • Ability to develop and maintain high-quality relationships with stakeholders at all levels, within and outside the Fund
  • Excellent spoken and written communication skills
  • Strong negotiation, influencing, and problem-solving skills
  • Proven ability to lead and inspire teams (indirectly) toward a common objective
  • Dedication to excellent customer service and a collaborative, responsible, team-player attitude
  • Australian or New Zealand citizenship or Australian permanent residency status is required.

Responsibilities

  • Coordinate responses to major unplanned service interruptions, prioritising the minimisation of business disruption and adherence to SLAs.
  • Coordinate the management of Major Incidents, ensuring effective mobilisation of global response teams and prioritisation of tasks.
  • Oversee all actions and recommendations necessary to resolve incidents, escalating to in-house experts or engaging external vendors as needed to minimise customer impact.
  • Monitor and manage unresolved incidents, including problem analysis and resolution activities, while keeping key stakeholders informed of progress and escalation as required.
  • Coordinate and manage post-incident reviews for major incidents, with a focus on root cause identification and driving actions to prevent reoccurrence.
  • Lead problem management forums with stakeholders across the Fund, focusing on driving actions resulting from post-incident reviews.

FAQs

What is the main responsibility of the Major Incident and Problem Manager at AustralianSuper?

The main responsibility is to effectively handle, manage, coordinate, and escalate unplanned service interruptions, aiming to restore service as quickly as possible while leading the team during Major Incidents.

What qualifications are required for this role?

Candidates should have 8+ years of experience in Incident and/or Problem Management in a complex technology environment, relevant ITIL certifications, and extensive knowledge of IT service management and ITIL processes.

Is experience with IT systems necessary for this position?

Yes, a strong understanding of a broad range of IT systems and technologies, including Digital, infrastructure, and applications, is required.

What skills are essential for the Major Incident and Problem Manager?

Essential skills include excellent spoken and written communication, strong negotiation and problem-solving abilities, and the capacity to lead and inspire teams indirectly.

Are there opportunities for professional development within the organization?

Yes, AustralianSuper is committed to colleague development and offers ongoing learning, coaching, training, and career opportunities across the organization.

What kind of work environment does AustralianSuper promote?

AustralianSuper promotes a blended working environment that supports flexibility, safety, respect, inclusiveness, and diversity.

Do candidates need to be a citizen or permanent resident of Australia or New Zealand?

Yes, Australian or New Zealand citizenship or Australian permanent residency status is required for this position.

How does the company support its diverse workforce?

AustralianSuper is committed to inclusivity and embraces diversity in all its forms, ensuring that support for its diverse workforce is provided in an inclusive manner.

What can I expect in terms of company values?

Employees are expected to share the values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes.

Where should I apply if I am interested in this position?

You can apply directly through the AustralianSuper Talent Acquisition team.

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AustralianSuper

As Australia’s largest superannuation fund, we’re here to help members achieve their best possible retirement outcome.

Finance
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

AustralianSuper is for everyday Australians and businesses; we help invest members’ money to create the best possible retirement outcomes for members. More than 3 million members and 440,000 businesses trust us to invest more than AU$270 billion on their behalf. One in 8 working Australians are a member of AustralianSuper, the nation’s largest superannuation fund. Our size has given us the ability to leverage significant investment opportunities for long term performance and low fees that are passed on to our members. With services and advice that simplify super for business including a free clearing house, secure online transactions, dedicated relationship managers, education and help. It’s easy to see why we’ve been a top performing fund. ----------------------------------------------------------------------------------------- AustralianSuper is not responsible for other user's comments. We reserve the right to delete any comments that are not in line with our community standards. ______________________________________________________________________________________ Investment returns are not guaranteed. Past performance is not a reliable indicator of future returns. Reference to any awards and ratings are only one factor to be taken into account when choosing a super fund. The information posted by AustralianSuper may be general financial advice which doesn’t take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, you should think about your financial requirements and refer to the relevant Product Disclosure Statement, available at australiansuper.com/pds or by calling 1300 300 273. AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.