IT Incident and Problem Manager | NSW - Sydney

Job reference number: ALL/EXT/1345250

When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.

IT Incident and Problem Manager 

  • Full-time Permanent Opportunity
  • Located in our new modern office environment in North Sydney
  • Operations - IT Service Delivery Team 

This is an exciting opportunity for you to use your excellent negotiation and analytical skills to assist in the resolution of Incidents within Allianz IT. This is a high exposure position, requiring excellent customer service and problem solving skills to reduce the impact of IT outages to our business. In this position you will be recognised for your commitment and rewarded for high performance. 

At Allianz our Information Technology (IT) Division is located in a state of the art activity based working environment. The design brings our IT employees together in a spacious North Sydney office and creates a central, sustainable working environment. The new workplace has been designed to promote collaboration, flexibility and efficiency providing employees the freedom and technology to move around to different workstations, collaboration spaces and meeting rooms. 

The Service Delivery Team is a highly respected part of the IT division within Allianz, fast paced and highly productive. They are a small team of process orientated professionals, and are noted for providing a very high standard of customer service - which is paramount to their on-going success. 

This role will offer you the opportunity to work in a large enterprise organisation with complex systems and infrastructure.  We are looking for a highly motivated professional to manage the recovery activities and communication of all major IT incidents and responsible for Problem management to identify root cause from incidents and ensuring rectifications are implemented to stop repeats of any incidents. 

Key Accountabilities of Incident and Problem Manager: 

  • Managing the recovery activities and communication of all Major IT incidents. Includes all stakeholder communications, driving IT support teams to restore service (both internal and external providers) on a 24 x 7 on-call shared rostered
  • Governance across all Incident and Problem priorities (SLA performance, quality, and process adherence)
  • Leading War-Rooms during Major IT Incidents
  • Management and continual improvement of the Incident and Problem Management process
  • Ensure key performance indicators are measured, analysed and accurately reported to stakeholders for incidents and problems of all priorities
  • Developing, analysing and the timely delivery of insightful Incident and Problem Management related reports
  • Continual Incident and Problem Management related education for Process Practitioners and the Business (both formal and informal)
  • Other operational responsibilities such as change review, reviewing operational artefact, incident ticket quality assurance
  • Proactive identification and resolution of potential problems
  • Identifying, reviewing and managing IT Problems from creation through to closure 

To be considered for this role you will need to demonstrate: 

  • Experience working in an IT department of a large enterprise organisation with complex systems and infrastructure with a working knowledge of Service Level Management
  • Excellent working knowledge of reporting tools such as Crystal reports
  • Highly motivated and ability to work under pressure
  • Excellent relationship building skills with expert communication and facilitation skills with internal and external customers at all levels
  • Experience performing an Incident and Problem Management position
  • Expert problem solving techniques
  • Ability to prioritise issues and understand the related impacts and excellent planning and organisational within multi-tasking environment
  • An understanding of IT infrastructure and Applications with extensive understanding of ITIL
  • Ability to effectively manage time, prioritise work, multi-task across many issues
  • Strong leadership skills with the ability to co-ordinate several teams to resolve incidents
  • Outstanding ability to analyse, isolate and interpret incidents, queries and problems and manage appropriately 

Essential Qualifications: 

  • ITIL Foundation Certificate (minimum)
  • ITIL Operational Support & Analysis (preferred)
  • Tertiary qualifications or equivalent working experience
  • Minimum 2 to 3 years in a similar position

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