Head of Incident Management
vor 1 Monat
Other (Information & Communication Technology)
Full time
Add expected salary to your profile for insights
Our vision in the Corporate Operations Group division is to innovate and empower for a better future, this means delivering intuitive technology with people in mind. Our DNA is customer engagement, findings ways to innovate and do things differently, connecting data with engineering driving digitalisation and providing reliable and secure services. Join our Enterprise Service Management team and contribute to increasing the availability of our products and services and reducing technology disruption risk. The integrity and resilience of our services are critical to ensure they are ‘always on’ for Macquarie’s businesses.
At Macquarie, we are working to create lasting value for our communities, our clients and our people. We are a global financial services group operating in 34 markets and with 54 years of unbroken profitability. You’ll be part of a supportive team where everyone - no matter what role - contributes ideas and drive outcomes.
What role will you play?
As a Head of Incident Management, you will be responsible for leading a global ‘follow-the-sun’ function of Incident Managers focusing on instituting a strong reliability and risk-culture mindset across Macquarie, to lower technology disruption risk. This involves ensuring the Incident Managers mitigate risk of technology incidents and continuously improve our service availability. You will also perform the role of Major Incident Manager in the APAC region, managing director-level stakeholders.
As a Head of Incident Management, you will lead a performance-oriented culture driven by positive team dynamics and create measurable value for our customers by delivering high quality services based on our principles-based technology standards, while adopting leading practice insights and practices such as Site Reliability Engineering.
These standards and practices are based on stable and robust core risk management and service reliability principles, guiding us on:
- Timely detection, investigation, communication, remediation, and reporting of priority technology incidents
- Taking measures to be resilient against technology incidents and minimise repeats through effective problem management methods and controls
- Adoption of industry best practices such as Site Reliability Engineering (SRE)
- Support our change management process and maintain an appropriate risk culture, while facilitating fast and reliable technology change by thinking about the customer.
You will work closely with key stakeholders across the globe to achieve our objective of reimagining service delivery and providing laser-like focus on all three fronts; resilience, agility and innovation. As a leader, you will seamlessly balance the reliability and resilience of our services whilst supporting emerging technology trends and transformational initiatives with a focus on digital and data.
What you offer
- Executive presence, people leadership and proven ability to foster strong collaboration and sense of belonging within a globally distributed team
- Career in modern technology operations, major incident management, and service reliability
- Experience in regulatory and executive reporting, and familiarity in unlocking insights through advanced analytics and AI, enabling better data-driven decisions
- Experience in reducing the impact of priority incidents and providing efficient resolutions through systematic approaches
- Solid experience in implementing, maintaining and measuring effective controls that are fit for purpose, simple to consume and provide measurable value for our customers
- Experience creating measurable value for customers through seamless digital experiences, faster delivery, and sustainable change
- Strong commercial mindset, pragmatic, motivated and passionate for modern practices such as Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services eliminating toil
- Solid experience with DevOps, Atlassian suite, ServiceNow, BMC Helix and Grafana
- Familiarity with Monitoring and Observability platforms to increase early detection and remediation of issues through actionable alerting.
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.
Macquarie is a global financial services group operating in 30+ markets in asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.
Macquarie is a global financial services group operating in 30+ markets in asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.
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Perks and benefits
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