Senior IT Operational Response Specialist at Westpac New Zealand

, , New Zealand -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL 4 Practitioner, DevOps Tools, Mentoring, Facilitation, Analytical Skills, Root Cause Analysis, AI Enhanced Operations, Process Innovation, Collaborative Facilitation, Cultural Advocacy, Stakeholder Influence, Operational Response, Incident Management, Problem Management, Event Management, Governance

Industry

Banking

Description

Mō te tūranga | About the Role As the Senior IT Operational Response Specialist, you will act as the operational lead and deputy to the Manager – IT Service Response, coordinating day to day service response activities. You will ensure consistent, high quality execution of incident, problem, and event management practices, direct incoming work, mentor team members, and maintain momentum across the team. As the primary contact on the Operations Hotline during business hours, you will ensure clarity, accuracy, and professionalism in communications with technology leadership and business stakeholders. You will champion process improvements, embed scalable practices, and model collaborative behaviours to strengthen Westpac’s operational resilience. Ko tō mahi | What you’ll do Embed operational rhythm and team cohesion, maintaining daily operations, clarity of roles, and consistent handovers. Act as the operational lead and second in charge, coordinating daily workflow, making decisions during peak periods or manager absences. Serve as the central point of contact for the Operations Hotline during business hours, triaging work and assigning tasks to maintain clarity and professionalism. Mentor and support team members, facilitating knowledge sharing, coaching, and capability uplift. Oversee, coordinate, and participate in major incident responses, critical problem investigations, and post event reviews. Champion process improvements, embedding simplification, AI, and other enhancements to uplift maturity and reduce operational friction. Ensure the team models best practices in incident, problem, event management, and alerting, integrating AI tools to reduce manual effort. Provide portfolio level support to technology teams, coaching on incident and problem hygiene, and helping prevent escalations. Drive execution of core Operational Response Specialist responsibilities, including governance, trend analysis, and improvement identification. Contribute to cultural evolution, advocating for proactive, collaborative, and accountable approaches. Influence and collaborate across delivery teams, building trusted relationships and guiding operational uplift. Nā tāu rourou | What will you bring? Bachelor’s degree in IT; ITIL 4 Practitioner certification and experience with DevOps tools. Eight plus years in operational roles, including two plus in senior or lead positions, with a track record in process integration. Strong mentoring and facilitation skills, with empathy and adaptability. Analytical prowess for root cause analysis, plus experience in AI enhanced operations. Ability to manage 24/7 on call in dynamic environments, focusing on enablement. Deputy leadership, mentoring expertise, process innovation, collaborative facilitation, analytical acumen, adaptability, cultural advocacy, and stakeholder influence. Ko mātou tēnei | Our Organisation At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you! Tono mai ināianei! | Apply Now! Apply today with your CV and Cover Letter. The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. Mahi tahi tātou, kaha ake tātou | Together Greater Applications close: 12 November 2025 Our culture is rich with stories of how our people like to help, our customers, our community and each other. This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them. Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.

Responsibilities

As the Senior IT Operational Response Specialist, you will coordinate day-to-day service response activities and ensure high-quality execution of incident, problem, and event management practices. You will also mentor team members and oversee major incident responses and process improvements.