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May

Senior Critical Response Manager

Private Company - Commonwealth Hill, SA

Any Industry
Source: uWorkin

JOB DESCRIPTION

Senior Critical Response Manager

The ES Command Centre, as part of Service Operations is responsible for working with Service Provider Groups, CBA Operational teams and BUIT teams to ensure that customers receive highly available, convenient and sustainable services.

Responsible for ensuring High Priority Incident Management and leveraged Service Delivery is delivered to Group standards and the desired outcome for the CBA Businesses. We work collaboratively and flexibly with our Technology Partners and colleagues in Enterprise Services to enable a stable and robust technology environment for our customers.

What will your impact be?

As part of the ES Command Centre, The Critical IT response Management team is responsible for providing an effective Incident and Situation Management capability as required by the Group.

The position reports to the Executive Manager - ES Command Centre.

The key focus of the team is

  • Effective management and timely resolution of High Priority Incidents
  • Reduction in the MTTR (Mean Time to Restore)
  • Effective and timely communications
  • Situation management for critical scenarios
  • Effective and efficient execution of Service Management Processes.

As a member of the ES Command Centre, the role will work actively with other Service Management Teams. As such you will be required to build and maintain relationships with:

  • other Service Management personnel
  • Service Providers engaged in the delivery of Production Services to CBA staff and customers
  • CBA Business and Product Owners

About your role

As a Senior Critical Response Manager, you will be expected to perform the following tasks and responsibilities in a manner consistent with CBA's Values and People Capabilities:

  • To be accountable for overall management and co-ordination of High Priority Incidents and provide an escalation point for Service Management support during service interruptions (when required)
  • Provide direct leadership to your team, acting as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.
  • Be an escalation point for High Priority Incidents. Conduct High Priority Incident Conference Calls for Complex and Escalated Incidents. Represent to senior management the progress of incident calls.
  • Be aware of, and manage the risk of Service Recovery Actions
  • Deliver and adhere to ITIL Processes, SLA’s and OLA’s, managing exceptions for tickets that are outside the processes, SLAs and OLA’s.
  • Through analysis and trending, initiate improvement ideas to reduce MTTR (mean time to restore) and improve processes
  • Engage in reviews including post incident and problem reviews, representing the ES Command Centre.
  • Provide recommendations or service management (incident) requirements to delivery teams.
  • Define clear accountabilities and dispute resolution amongst technical support teams
  • Participate and deliver to the group’s core productivity values of Huddles, VMB’s, Continuous Improvement and Standard Operating Procedures.
  • Build and maintain relationships with support/delivery teams to work cohesively and with a one-team approach
  • Drive training both formally and informally within the team to increase the diversity of skills, develop and up skill team members to improve the quality of knowledge
  • Engage and assist with Service Management deliverables
  • Manage a medium sized team, including personnel reviews.
  • Negotiate, influence and drive Service Management outcomes
  • Operate within the risk profile of ES and the Business.
  • Produce reports and statistics on the performance of Service Management processes
  • Recommend changes to Bank processes
  • Ensure continued familiarity with the latest Bank Service Management processes and tools

See yourself in our team? We’re interested in hearing from people who have:

  • ITIL foundations certificate
  • 10 years Incident / Situation Management experience
  • Superior Situation Management skills
  • Experience in managing Service Delivery Teams in a large IT environment to deliver within agreed SLA’s.
  • Strong Customer Focus with proven experience in meeting customer service delivery requirements
  • Experience in managing small to medium sized teams.

Desirable:

  • The ability to understand business outputs and services and how IT underpins these deliverables
  • Extensive knowledge of major financial organization applications, infrastructure and services
  • Strong people management and leadership skills
  • Experience managing to deadlines and dealing with conflicting priorities
  • Tertiary qualifications in IT, computer science, business or finance related discipline
  • Extensive change, problem and incident management skills as they relate to IT delivery
  • Strong understanding of production controls and risk management

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 27/05/2021

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