Senior Incident & Problem Manager

at  Greenstone

ABOUT US

Greenstone is a leader in the sales and distribution of insurance products under a portfolio of credible owned and white-labelled brands. Brands include Real Insurance, RSPCA Pet Insurance, Kogan Australia, Guardian Insurance, Australian Seniors and Choosi. We aim to make a positive difference in people’s lives by providing quality solutions that help people protect the things closest to them.

LOCATION

Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.
Don’t meet every requirement? Don’t worry, we’d still love to hear from you! At GFS we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude, and potential for development.

• Develop, implement, and maintain Incident & Problem Management service levels for all services across GFS Technology functions.
• Monitor and report on service levels regularly, identifying areas for improvement to enhance service quality and efficiency
• Oversee the rapid response to incidents, ensuring quick resolution, and liasing between technical teams, stakeholders, vendors and partners to ensure clear and concise information flow during incidents
• Ensure a systematic approach to handle incidents through their lifecycle, identifying problems to prevent reoccurrence and leading the uplift of problem management capabilityBuild and maintain stakeholder relationships to understand issues, provide performance reporting and identify trends with a focus on continuous improvement