Division: Technology
About UsAt ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the RoleAs a Major Incident Manager within Command Center-ESM you'll play a key role in coordinating a unified approach to technical Major incident management/Security incident management, including service recovery/Post Incident Review (PIR), business response, and internal and external stakeholder management/Communications.
The key objectives of this role are to minimise the time taken to restore service for high priority and important incidents impacting ANZ's production environment, prevention of Major incidents and to participate in key activities that drive service stability and service improvement. To achieve this, Major Incident Managers are responsible for coordinating all technical resources and activities required to restore service. The role requires excellent problem-solving and communication skills, preferably in the context of virtual teams. Remaining calm and the ability to deal with high pressure, time-sensitive situations is a must as is the ability to take a structured approach to decision making.
As a 24x7x365 function, Major Incident Managers may be called upon any time, day or night to manage and control technical recovery of a significant service impacting event. In addition, as a senior member within the Enterprise Services domain, Major Incident Managers must be capable and confident in communicating and working with the Executive group including Domain Leads and the Group Executive, Technology.
What will your day look like?Major Incident Managers are expected to:
Monitor end-to-end service dashboards and triage potential issues.Manage existing support teams within domain and coordinate with external teams and problem management to appropriately manage and resolve high profile problem stack.Provide oversight and guide internal ANZ Staff and its vendors and agents during Intensive Care/Taskforce initiatives.Deliver service improvement initiatives alongside Recovery Operations.Active representation within control rooms with regards to production transition and releases thereof, disaster recovery.Management of long running important incidents.Engagement with Domain squads and Vendors as required.Facilitate Kepner Fourie exercises to troubleshoot and problem solve issues impacting domain.Ensure an appropriate readiness of domain for a recovery point of view including documentation, monitoring, and tools.Manage task force process and add vital input in medium to long term service improvement initiatives.Write communications consumed by all levels within the organisation describing recovery actions and Taskforce actions.Provide expert advice on the use of various incident management and event management tools.Initiate post incident problem cycle process.Perform peer reviews on significant Information technology changes within the production environment.What will you bring?Demonstrated customer service focus and ethic. Strong experience in Industry with excellent client and vendor management skills. Excellent understanding of the Incident and Problem Management processes and other ITIL processes. Ability to effectively influence and communicate with stakeholders at varying levels - from executive managers to operations staff. Support analyst experience in supporting medium/large mission critical applications. A good understanding of core common technical infrastructure, database, middleware, and basic application fundamentals. You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, but also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.
We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.
We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.
To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number [[80197]].
Job Posting End Date
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