Major Incident Manager

We Are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.' It's that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you're excited to turn today's blue sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Welcome to Group Enablement

Our Group Enablement Teams are the Technology, Business Enablement, Value Chain and Replenishment experts developing new capabilities and platforms for a better retail future. We're the crucial link between our stores and the stock they need, the IT engine moving our business forward, the strategic connectors streamlining the way we work, and the forward thinkers using tech to transform the retail experience. Uniting cutting edge technology, data and retail smarts, you'll work behind the scenes, in the margins and across every corner of the business - to uplift our capability, amplify our collective impacts and revolutionise the customer experience.

What you'll do

Our goal is to have customers put us first, across all our brands. One of the keys to achieving and sustaining this is building and maintaining lean systems and end-to-end processes. In this exciting opportunity, you'll play a critical role in this strategic focus towards "Operational Excellence". You will deliver this by keeping a keen eye on operational alerts and monitoring of incidents with our respective partner teams. In the event of incidents you will be facilitating and supporting the fastest possible response to Major Incidents, through adherence to controls and practices resulting in resolution and prevention.

• Monitor operational alerts and controls with our partner teams with a focus on preventing / containing incidents from becoming Major.
• Raise, control and manage the resolution of Major Incidents for IT. To facilitate the fastest possible response to Major Incidents.
• Working from the Business Operations Centre, MIMs are rostered on site at Norwest on a 24X7 basis
• Escalates Major Incidents to appropriate levels of management if they are not resolved within expected timeframe
• Provide timely, accurate and quality communication status and service reporting of IT service incidents and impacts to the business
• Ensure that the work logs of all Major Incidents are updated with key progress items, activities and actions
• Liaise with the all providers, stakeholders and information consumers to ensure that the Major incident management process and conduct meets requirements
• Run and Deliver Post-Incident review and assessment, documentation preparation and Problem Management
• Participate in ensuring service transition Operational building blocks are delivered as part of transition of new or updated services to the Production environment.

What you'll bring

• Demonstrable knowledge of Incident, Problem & Change Management processes (ideally within an enterprise environment)

• You will have exceptional communication skills, a passion to drive incident Prevention, containment or resolution time to a minimum and you work well under pressure.

• You will also be proficient in the use of PC, Chromebook, technologies and monitoring Incident-oriented applications (Splunk, AppDynamics, CA-SDM, MessageNet etc) and office automation tools - MS and Google applications.

• Sound judgement and ability assess multiple conflicting and occasionally ambiguous information sources to reach correct conclusions and courses of action for Incident Management conduct and escalation

• Excellent attention to detail, quality and control

We are a 24/7 dedicated shift operation and you will be rostered onsite at Norwest

What you'll experience

• An attractive remuneration package - including base salary, super and annual bonus

• Added benefits - Including staff discounts, flexibility to work from different sites, healthcare, social club and much more (Site dependent)

• Tech options - Woolworths are the largest employer of Google Apps in Australia, are early adopters of Agile and have BYOD options too

• Work variety - The opportunity to work on multiple brands and sizeable projects

• Training and Education - We pride ourselves in helping you realise your potential and give you the opportunity to be innovative

• An exciting career - As our business grows, so do the opportunities for our people

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process

Platinum Tier Employer - Australian Workplace Equality Index for LGBTQ+ inclusion

Employer of Choice for Gender Equality - Workplace Gender Equality Agency.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes