Major Incident Manager

1 week ago

Auckland City, New Zealand Westpac Full time

**Major Incident Manager**
**-**
**AUC11984**

**About the Role**:
The Major Incident Manager will be responsible for facilitating the control of service management activities (change/problem/incident) to ensure the bank’s technology environment is reliable, stable and operationally sound.

You’ll be responsible for ensuring the ownership, escalation and situation management of a major incident, and the decision making and co-ordination of all activities to ensure time to restore the service is kept to a minimum.

This role will see you interact with a number of internal and external stakeholders, so the ability to engage, advise, mentor and influence will be paramount to your success. Equally important is your exceptional problem solving skills, strategic thinking and communication skills.

**Responsibilities**:
Key to your success as Major Incident Manager will be your ability to make critical decisions under pressure during major incidents/crisis, your excellent time management and ability to manage competing demands and priorities. In addition, you will possess the following:

- Responsible for ensuring the ownership, escalation and situation management of a major incident as described in the Westpac major incident management framework.
- Responsible for decision-making and the coordination of all activities, in conjunction with other areas of Technology to ensure time to restore service is kept to a minimum.
- Responsible for executive stakeholder management and overall Technology and Business communications during major incidents to ensure Incident status is understood.
- Responsible for ensuring execution of activities in alignment with agreed ITIL processes within WNZL.
- The Incident Management component of this role would have a primary focus, with assistance/contribute to other Service Delivery functions.
- Assist and where required, manage the coordination, review and evaluation of Problem Management capability to ensure a consistent approach across WNZL.
- Minimise the impact of problems through implementation of permanent solutions or workarounds.
- Assist in the delivery of Problem Management reports to communicate and maintain awareness of the performance of the process, including measurement against agreed metrics.
- Engage in the development of methods, tools, policies and standards to deliver successful incident management outcomes for WNZL.
- Communicate target incident management metrics, ensuring awareness is maintained throughout BAU operations.
- Identify risks associated with technology services during incident remediation and encourage mitigating solutions with associated costs and benefits to allow the business to make informed risk management decisions.
- Exhibit leadership by example and through influence during Major Incident Management activities, maximising employee performance through mentoring and coaching, to achieve successful outcomes.
- Develop and grow partner and vendor relationships that meet Westpac principles and standards and lead to successful operational outcomes at all times
- Assist and contribute to the coordination, review and evaluation of the Major Incident Management, Change and Problem capabilities to ensure a consistent approach ensuring the best outcome for WNZL.
- Work collaboratively with stakeholders to validate data, improve quality of information, and embed processes
- Maintain effective partnerships with stakeholders by providing timely support in relation to problem management
- Participate in policy and procedure reviews
- Actively identify opportunities for continuous improvement

**Requirements**:
Technical Skills
- Strong Incident/Major Incident Management experience
- Stakeholder and Supplier Relationship Management
- Consultancy
- Service Level Management

Business Competencies
- Strong interpersonal skills and ability to communicate at all levels within Westpac
- Capable of owning and driving tasks and plans through to completion
- Experience in managing and influencing teams
- Experience in building working relationships with suppliers

Experience
- Major incident management, coordinating technicians from appropriate teams/vendors to ensure restoration of the impacted service.
- Contacting Senior Managers within the WNZL Business and Technology, ensuring right communications occur at the right time to the right people
- Implementing process change across multiple external suppliers.
- Five+ years’ experience in a technology environment, preferably in a large financial institution
- Five+ years’ experience in IT Operational Management, managing teams and/or projects
- Demonstrated experiencing managing and building effective working relationships at all levels of an organisation
- Experience in a multi-supplier environment
- Broad knowledge of technologies including cloud, mainframe, mid-range and workstation (preferable)
- General banking experience
- Tertiary qualifications in Information Technology or a related discipline (pref

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