Are you calm under pressure, action driven and like accountability to deliver? Do you have a proven track record in leading major incident management and problem resolution? 

• Deliver world-class incident management in the fast-paced banking industry
• Cutting-edge technology projects to result in an impactful transformation
• Hybrid work from home and our HOs in Queensland or SA

About the role

This is the time to come on board. In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

What We’re Looking For:

We’re searching for a highly skilled Technology Major Incident and Problem Manager who is passionate about delivering world-class incident management in the fast-paced banking industry. You’ll play a pivotal role in ensuring the swift restoration of services during major incidents, while identifying root causes and driving long-term resolutions to prevent recurrence. You’ll be empowered to work autonomously, leading and influencing teams and leaders alike with precision and efficiency from incident response to resolution. 

What You Will Do:

• Lead Major Incident Response: Own the response to high-impact technology incidents within the bank, ensuring rapid restoration of services while minimizing business impact.
• Drive Root Cause Analysis: Lead in-depth problem-solving activities, ensuring issues are resolved at the source to prevent future disruptions.
• Autonomous Leadership: Coordinate and lead cross-functional teams, influencing and inspiring collaboration at all levels of the organization.
• Stakeholder Management: Build strong relationships with senior leaders and technical teams, keeping stakeholders informed with clear, concise updates during major incidents.
• Continuous Improvement: Implement and advocate for improvements in incident and problem management processes, ensuring efficiency and reducing the time to resolution.
• Compliance & Risk Management: Work closely with governance and compliance teams to ensure all major incident and problem processes align with regulatory standards and best practices in the banking industry.

What We’re Looking For:

• Experience in Financial Services: Proven track record managing major incidents in a banking or financial services environment.
• Autonomous Leadership: Ability to lead without direct authority, inspiring and managing cross-functional teams under pressure.
• Incident & Problem Management Expertise: Deep knowledge of ITIL frameworks, and strong hands-on experience in both Major Incident Management (MIM) and Problem Management.
• Rostered on-call experience: Ability to work after-hours on a rotational 24x7 on-call roster. 
• Excellent Communication Skills: Exceptional ability to communicate complex technical issues to both technical and non-technical stakeholders.
• Resilient & Calm Under Pressure: A calm, analytical mindset that thrives in a fast-paced, high-stakes environment.
• Certifications (Preferred): ITIL, COBIT, or other relevant industry certifications are a plus.

Why Join Us?

• Impact: Play a key role in a high-functioning technology team within a leading financial institution.
• Autonomy & Influence: Take the lead on high-profile incidents and directly shape processes that impact the company.
• Career Growth: We provide ongoing development opportunities to work in a national brand with head offices in Adelaide, Brisbane, and Toowoomba. We will support your career progression in the dynamic world of banking technology.
• Competitive Compensation: Receive an attractive salary and benefits package:
• Flexibility and hybrid working arrangements.
• Discounts on banking, health insurance, and shopping across Australia.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Paid volunteering, Workplace Giving, and diverse community initiatives.
• Recognition through our peer-driven gratitude program.

If you're a seasoned technology professional who thrives in a challenging, fast-paced environment, and has a passion for excellence in Major Incident and Problem Management, we want to hear from you! Apply now to join our world-class team and help drive critical IT operations in one of the most dynamic and rewarding sectors.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank: 

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. 

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

Begin your People First Bank journey with us today! Apply Now 

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.