Production Assurance Lead

Join to apply for the Production Assurance Lead role at IAG. At IAG, we're ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. The Production Assurance Lead role will play a pivotal role in maintaining stability and resilience across our technology environment. You'll lead major incident and problem management processes, ensuring rapid service restoration and reducing recurring disruptions. Acting as a trusted liaison for IT changes, you'll communicate effectively with stakeholders and coordinate multi-vendor engagement during critical events. These newly created roles combine technical expertise with strategic leadership—designing observability dashboards, leveraging GenAI for automation, and driving continuous improvement. You'll also influence Technology & Operations (T&O) processes and best practices, act as a key link between T&O and divisional units, and manage service‑impacting risks. If you thrive in complex environments and want to shape enterprise‑wide technology outcomes, this is your opportunity to make a real impact. This is a permanent full‑time role based in multiple locations across Australia. What You'll Do Act as the divisional representative for IT changes and coordinate multi‑vendor engagement during major incidents. Design and build observability dashboards and implement GenAI automation use cases to improve operations. Represent your CIO tower in post‑incident reviews, trend analysis, and drive continuous service improvement plans across Technology & Operations. Act as a link between Technology & Operations and divisional units, translate business service experience to technology language and vice versa, escalating risks, common themes requiring mitigation, incidents requiring intervention. Establish strong operational relationships with technology, business, and partner teams to identify opportunities and deliver improved service outcomes. Mentor junior team members within the Product Assurance squad. What You'll Bring Extensive experience in IT, including 4+ years in Major Incident Management and / or Service Management ITIL processes (Major Incident, Problem, Change). Proven experience in Major Incident Management and Problem Management in an enterprise‑scale organisation. Strong analytical and problem‑solving skills with excellent stakeholder communication. Proficiency in observability dashboarding and experience designing GenAI solutions. ITIL v4 Foundation certification (Intermediate or Practitioner preferred). What We Offer Boosted superannuation with 13% as standard. 20 days annual leave + 5 days MyLeave. Work from home and many more flexibility options with myFlex. Up to 50% off personal insurance, including home and motor insurance. Partner discounts on private health insurance, tech & appliances, and many more. Industry‑leading 20 weeks paid parental leave. Access to LinkedIn Learning, the award‑winning IAG Academy, study assistance and secondment opportunities. Employment type eligibility criteria apply. Applications close : Friday 12 December 5:59 PM AEDT. Please note – full‑time, part‑time, and job‑sharing arrangements will be considered. Adjustments and Support If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to for a confidential conversation. More About Us As part of IAG you'll enjoy a world of career opportunities, a purpose‑led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work‑life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous‑led solutions that enable growth and create meaningful change for our customers and employees. #J-18808-Ljbffr