Digital & Transformation Careers

Incident & Improvement Lead

Summary: Drive, develop and manage the major incident process and associated procedures across icare.

Parramatta CBD

• Act as an incident escalation focal point.
• 12 Months Fixed Term Position, Parramatta CBD location
• Hybrid working environment| Salary Starting $149,739 plus super

About the Role

Responsible for driving the restoration of icare systems and technologies to normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Represent IT Operations that will identify and maintain key relationships with BT stakeholders to continually improve the reputation of icare systems, technologies and IT Operations.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as an Incident & Improvement Lead

you will:

• Manage the end to end management, communication, escalation, investigation and resolution of incidents across icare systems and technologies problems, understanding business impacts and appropriately prioritising, to ensure there is minimal disruption to business activities.
• Engage, coordinate and negotiate with technical practices and technology partners to ensure efficient and effective coordination and cross team co-operation in incident resolution.
• Deliver communication of incidents, updates, status and resolution across the organisation that are timely and add value.
• Act as an incident escalation focal point. Drive, develop and manage the major incident process and associated procedures across icare.

Skills & Experience

• Tertiary qualifications at degree level in Actuarial Science, Mathematics, Statistics or other relevant field which satisfies the requirements of Part I of the Institute of Actuaries of Australia’s actuarial education program
• Relevant tertiary education in project management, or equivalent knowledge and skills acquired through extensive practical experience.
• Extensive planning and incident management experience combined with experience in a leadership role in the insurance or finance industry.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.   We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.