IT Operational Response Specialist

Mō te tūranga | About the Role

As an IT Operational Response Specialist, you will deliver hands on operational support across incident, problem, and event management practices, ensuring timely service restoration and resolution while enabling technology teams to strengthen their own response capabilities. This role integrates incident and problem accountability, bridging gaps in analysis and support, and focuses on empowering others through governance, coaching, and data insights in a fast paced DevOps and AI driven environment. You will role model effective practices and contribute to a culture of proactive hygiene and continuous improvement across all technology teams.

Ko tō mahi | What you'll do

• Coordinate and facilitate major incident responses, including participation in an out of hours on call roster, ensuring swift action to minimise disruption and restore service.

• Provide seven day coverage during key operating hours, supporting a rotating roster that covers weekdays and a reduced presence on weekends.

• Lead critical problem investigations, collaborating with engineering teams to identify root causes, recommend fixes, and prevent recurrence.

• Coach and guide teams through routine incident and problem handling, promoting ownership, consistency, and self sufficiency.

• Embed Agile and DevOps practices into operational response workflows, integrating automation, feedback loops, and continuous improvement.

• Leverage data analytics and AI tools to identify patterns, detect emerging issues, and drive proactive improvements in service resilience and reliability.

• Support event management governance, ensuring alerting and monitoring practices are tuned to business needs.

• Role model integrated incident and problem practices, demonstrating seamless transition from restoration to root cause analysis.

Nā tāu rourou | What will you bring?

• Bachelor's degree or equivalent; ITIL 4 Foundation required, with exposure to DevOps or Agile.

• Five plus years in ITSM operations, including incident and problem handling in fast paced environments.

• Hands on experience with tools like ServiceNow, Jira, monitoring platforms, and basic AI analytics.

• Excellent problem solving and communication skills, with a collaborative, empathetic approach.

• Comfort with on call duties and adapting to evolving technology.

• Experience bridging operational gaps, integrating short term fixes with long term resolutions.

• Hands on operational expertise, integrated thinking, coaching ability, data driven insight, adaptability, collaboration, and resilience.

Ko mātou tēnei | Our Organisation
At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac – it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We're recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you

Tono mai ināianei | Apply Now

Apply today with your CV and Cover Letter. 

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they'll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. 

Mahi tahi tātou, kaha ake tātou | Together Greater

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