Incident Management Team Lead

Melbourne

The Why:
This is a new role within IG creating an opportunity to make Melbourne IG’s hub for Service Management globally. You will be responsible for developing a team capable of managing Service Management in the entire APAC region reporting directly into the Incident Management Team Lead as well as the Head of Service Operations in the UK. 

So, who are they?
IG is a global Financial Services Company who have made Melbourne their second largest office – with around 90 people working in the CBD. Established in 1974 as the world’s first financial spread betting firm, they are now the world’s No.1 provider of CFDs and spread betting, and a global leader in forex. They have been at the forefront of their industry ever since, offering award-winning platforms with market-leading services and now serve clients all over the world, from 15 sales offices based across five continents.

And what do they do exactly?
They’re a leader in online trading, so expect to get to grips with terminology around financial markets, stocks, derivatives, commodities and compliance. Don’t worry if these words sound out of your current comfort zone, we’re not expecting you to be a financial guru or mathematical genius – though I’m told there are a fair few of those on their trading floor… Rather, you’re a quick-learner and someone who can pick up things quickly – let’s just say you’ll see this as a challenge to embrace rather than something to shy away from. If you have an interest in financial markets, I’m all ears, tell me about that in your application!

What’s this role all about then?
IG’s Service Management team are responsible for managing Incidents, Problems and Changes within IG. The goals of the team are to ensure that issues adversely affecting the business are quickly diagnosed, workarounds are determined, proper root cause analysis is performed, and actions are taken to ensure that the issue does not reoccur.
What you will be held accountable for:

  • Developing and maintaining key stakeholder relationships across the business
  • Working as part of the on call rota to cover Major Incidents out of hours Experience
  • Developing and maintaining key stakeholder relationships across the business
  • Working as part of the on call rota to cover Major Incidents out of hours Experience
  • Management of other vendors and partners that may need to be engaged
  • Acting as the final escalation point for stakeholders
  • Coaching teams on how to apply industry best practices during Major Incidents

What you need to bring to the table:

  • Previous Major Incident, Problem Management and Change Management experience
  • Strong experience in Major Incident Management and service delivery
  • Background in line management on Incident/MI managers or analysts
  • Strong experience in stakeholder management across all levels
  • Ability to manage, prioritize and successfully execute multiple tasks and activities
  • Ability to balance competing demands for resources and adapt to changing priorities
  • Demonstrate cross-group collaboration and organization skills
  • Ability to lead technical conversations with various technical support groups
  • Calm under pressure through demanding challenges.
  • Detail-oriented with the ability to follow processes and procedures
  • Experience of creating, improving and delivering process
  • Ability to adapt to changes in processes and products
  • Ability to resolve problems and own issues until full resolution
  • Effective troubleshooting and analytical skills and ability to manage complex and technical projects.

What will set you apart:

  • 2+ Years Experience leading a Service Management team 
  • Previous experience working for a finance company
  • Interest in financial products
  • Experience of data analysis and trending with ability to identify improvements and actions
  • Ability to achieve results under tight deadlines
  • Influencing others without having direct authority

Things to note:

  • 24×7 support rota with rotational night shift
  • Weekend support on a rota basis
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Date Listed
25/10/2019
Reference
AF952395
Location
Melbourne
Contact
[email protected]
Type
Permanent / Full Time