Incident & Operations Manager

Job Title: Incident & Operations Manager
Contract Type: Permanent
Location: Sydney
Salary: $130K
Reference: 1014094
Contact Name: Lizzie Marshall
Contact Email:
Job Published: November 16, 2020 16:45

Job Description

MAYDAY are on the search for the last Incident & Operations Manager to join a newly formed team of 4 Incident Managers for a payments business with an A+ credit rating. Our client provides a range of payment solutions across Australia and this new role is critical to their ongoing growth and success.

The core function of the role is to lead a 24x7 team (working 2x 7am-7pm shifts then 2x 7pm – 7am shifts followed by 4 days off!) that provides a range of services and expertise – key to the role is your ability to deliver robust support services to customers, partners and colleagues, ensuring the best possible level of service quality and availability is achieved and maintained.

What’s In It For You:
  • Opportunity to be part of a new team, driving new ways of working in a “start-up feel” environment with a vibrant culture
  • Extensive onboarding and on-going support from a strong leader with a “people-first” mindset
  • This is a confidential role so further benefits will be discussed at interview
Candidates will need to demonstrate the following attributes:
  • Prior ownership of a mission-critical team, operating in a 24 x 7 shift environment is crucial (we are seeking candidates who have worked shifts vs an on call phone – this role is operational 24.7)
  • Minimum 7 years’ experience managing direct reports with a strong technical focus
  • Must have experience coordinating high priority incidents in a fast-paced eco-system, with solid experience in the execution and governance of ITIL processes
  • Strong understanding of fundamental operational best practices such as Monitoring and Event Management, with excellent decision making and problem-solving skills
  • Solid partnership and cross-functional skills, with the ability to influence and motivate others; always fostering teamwork and collaboration
  • Acts confidently, is customer-centric and curious, always seeking to understand the customer outcomes and has the ability to manage multiple priorities  
  • Experience of managing numerous stakeholders, complex customer expectations, SLAs and comms in a timely and professional manner to Senior and Executive Levels
  • Able to showcase confidence and assertiveness, commanding mission-critical situations
  • Extensive Incident Management experience encompassing exceptional communication practices, documentation, reporting (e.g. MTTR, PIR’s) and root cause analysis
  • Experience of being responsible for delivery of end to end IT Services, developing best practice and championing Governance & Compliance
  • All round technical depth, breadth and knowledge with ability to interpret monitoring screens and alerts
If this sounds like the right role for you – and you can demonstrate the above experience within a 24x7 environment – please apply below!

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