Major Incident Management Analyst, Specialist - ITSDS2004

at  Vanguard Group

ABOUT VANGUARD

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.
Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

• Supports team in coordinating appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
• Supports effective communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
• Supports documentation and chronology of events during incident management conference calls. Updates knowledge management database of major incidents and subsequent responses.
• Updates the incident reporting systems with resolution information, liaises with problem management on detection of potential trends, and prepares historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.
• Supports response to emergency changes in accordance with defined policy and process.
• Participates in special projects and performs other duties as assigned.