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Critical Response Manager

Private Company - Commonwealth Hill, SA

Any Industry
Source: uWorkin


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 the Critical Response Manager, you will be responsible for effective Incident and situation management of high priority incidents across CBA.

Your Incident / Situation Management experience will be invaluable to the team in assisting the team in managing and driving the technical recovery of incidents.

You will be expected in contributing to the team’s knowledge management and continuous improvement. You will also be responsible for co-ordinating and managing your workload.

The position reports to the Senior Critical Response Manager.

As a member of the ES Command Centre, the role will work actively with a team of Service Management Analysts and Managers. 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 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 situational management of High Priority Incidents ensuring that incidents are resolved in a timely fashion.
  • 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
  • Engage and assist with Service Management deliverables
  • Negotiate, influence and drive Service Management outcomes
  • Operate within the risk profile of ES and the Business.
  • 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
  • 2-5 years Incident / Situation Management experience
  • Situation Management skills
  • Strong Customer Focus with proven experience in meeting customer service delivery requirements​


  • The ability to understand business outputs and services and how IT underpins these deliverables
  • Extensive knowledge of major financial organization applications, infrastructure and services
  • 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