Major Incident And Problem Manager – It Operations & Services

At The Star Entertainment Group, we aim to be Australia's leading integrated resort company. Our mission is to create fun and memorable experiences for the millions of guests we welcome each year at our trusted destinations.
Our properties across Sydney, Brisbane, and the Gold Coast are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.
The Star Entertainment Group (TSEG) is an ASX-listed company committed to supporting the communities in which we operate. TSEG will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically.
As a Major Incident and Problem Manager reporting into the Head of Operation Support, you will be responsible for handling the Incident and Problem Management processes and manage MAJOR INCIDENTsAND PROBLEMs through 1st, 2nd and 3rd support lines to ensure they are resolved satisfactorily.
A few of your responsibilities

• Serve as the single point of contact for all Star teams/ Tribes on complex escalated issues.
• Facilitate communication and escalation across the Star Technology teams and the entire organization driving incidents to complete resolution.
• Be part of the Critical Decision Team which is the Situation/Communication Lead during DR/ BCP, ensuring appropriate leadership communication during critical issues. Act as Issue Register Manager.
• Document incidents and drive root cause and impact analysis during Major Incidents to ensure in timely remediation.
• Proactively track and analyse trends of escalated/ reoccurring issues to identify potential upcoming problems, highlighting and accounting for areas of risk.
• Onboard new technical resources to the Incident Management process and products as the company continues to grow.
• Advise on continual improvements to Incident and Problem Management processes.
• Availability to work on an on-call rotating roster. (24/7).
• Facilitate monthly Problem management meetings with relevant Technology stakeholders.
• Ensure all reporting tasks and KPIs are met, as set by Senior Management.

What we are looking for

• Minimum of 5 years' experience working in an IT Service Management environment
• Certifications / Methodology knowledge: ITIL, COBIT, Kepner Tregoe
• Ability to perform duties and multitask during high-pressure situations.
• Ability to liaise with staff and third-party vendors, including escalations to Senior Management and Executives.
• Capability to command a situation and take control of conversations to reach desired outcomes.
• Experience of Incident and Problem Management process and tools
• Business and financial awareness of the impact of Incidents and Problems

As a strong communicator, you excel at handling multiple escalations and issues with ease. Your
problem-solving skills are enhanced by a proactive approach, enabling you to prevent potential incidents before they arise. This not only improves efficiency but also ensures the smooth execution of incidents and projects, showcasing your ability to navigate complex situations effectively.
Your role will be pivotal in shaping the success of our IT Operations and Services reducing the impact of all Major Incidents and reaching outcomes of known Problems. Join us in making a difference.
What can we offer you?

• Complimentary meal on site every day, including hot meals, sandwich bar and more
• Discounted parking available in the city
• Flexible working arrangements
• 30% Discounts across award winning restaurants and accommodation
• Lifestyle discounts including gym memberships and dry-cleaning services
• Career development, training, and courses via The Star Academy - limitless career opportunities
• Paid Parental leave from Day 1, Secondary Carer's leave also on offer
• Mental Health and Wellbeing services

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.
Our culture
At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.
We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique well-being needs.
The Star is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTQI+ inclusiveness in the workplace.
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Advertised: 12 Mar 2024 AUS Eastern Daylight Time
Applications close: 14 Apr 2024 AUS Eastern Standard Time