Manager, Incident & Problem

  • AustralianSuper
  • 238 Flinders St, Melbourne VIC 3000, Australia
  • Apr 30, 2018
Information Technology

Job Description

AustralianSuper is for all Australians and businesses; we help invest members’ money to create the best possible retirement outcome. More than 2.1 million members trust us to invest more than $119 billion on their behalf. Our size has given us the ability to leverage significant investment opportunities for long term performance and lower fees that are passed onto our members.

We put members first in everything we do and are committed to the recruitment, development and support of a diverse workforce that share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes.

Here’s where you come in…

The Incident & Problem Manager is responsible for the effective handling, management, coordination and escalation of unplanned service interruptions, with the aim of restoring service as quickly as possible.

You will coordinate the response to all major unplanned service interruptions with a focus on minimising disruption to AustralianSuper’s business operations and ensuring SLAs are met. You will also coordinate major incidents, ensuring efficient mobilisation of incident response teams and prioritisation of work.

The Incident and Problem Manager will co-ordinate all activities, actions and recommendations required to resolve Incidents through the use of own technical expertise, escalating to either in-house experts or by engaging external vendors, to minimise the impact of system failures to customers.

You’ll need…

Extensive knowledge and understanding of IT service management and ITIL processes including Incident, Problem and Change Management. Proven ability to implement incident and problem management improvement initiatives each promoting quality assurance and consistency. Working knowledge and high-level understanding of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), infrastructure and applications.

If you would like the opportunity to work in a challenging, growing and rapidly evolving environment to deliver outstanding results that benefit members, please apply now!