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IS Incident and Problem Manager


Melbourne, Victoria, Australia

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Job Posted: 03/01/2018

Job Category:

IT and Telecommunications / Problem / Incident Management

Job description:
IS Incident and Problem Manager

Apply now Job no: R1014375
Work type: Fixed Term
Location: VIC - CBD & Inner Suburbs
Categories: Information Services

Bupa is extraordinary. We are a world leading health & care group with over 18,000 people in Australia and New Zealand, and our purpose it to help people live longer, healthier and happier lives.  We're making a difference in health & care through our leading health insurance, our modern Dental clinics, Bupa Optical stores and our first Bupa GP clinics, with more on the way.  As well as personalised care at over 65 Bupa Aged Care Homes.

At Bupa our people are transforming and making a difference in the world of health & care.

Opportunity snapshot: 

We have a 12 month fixed-term full-time opportunity available for a strong people-centric, natural problem solver to join our Information Services (IS) Incident and Problem Management team.

As the IS Incident & Problem Manager, you will responsible for influencing, designing, implementing and maintaining/evolving the national IS incident management and problems management processes for all IS services across Bupa Health Insurance (HI), Health Services (HS) and Bupa Aged Care Australia (BACA).

Responsibilities include:

  • Identification, development and implementation of an ITIL aligned national IS incident management and problem management processes across Bupa Australia
  • Development of associated tools (e.g. ServiceNow) and their configuration to implement standard IS incident management and problem management processes
  • Drive post incident reviews for all critical (high severity) incidents, including development of action plans to prevent recurrence of incidents
  • Drive cultural change across the IS organisation to adopt and adhere to IS operational processes in order to manage the risk to IS services to maintain high quality and efficient IS services across Bupa Australia

Criteria for selection

To be successful for the role you must have the following:

  • Must have proven experience in both enterprise incident and problem management
  • Experience in generating system reports (ServiceNow) and manipulating data via Excel to extract meaningful information
  • Great big picture thinker with the ability to think outside the box, share new ideas on process improvements and confidence in leading the change
  • Excellent communication skills both written and verbal
  • Strong influencing and negotiation skills
  • An understanding of Kepner & Fourie problem management methodology would be highly regarded however not essential
  • Available to part-take in the team’s on call roster (24-7 support) that rotates every four weeks.

Bupa believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace, and we take pride in creating exceptional and meaningful work experiences, encouraging innovation, delivering award winning benefits to our employees and being involved with our communities.

Bupa has everything – growth, passion, results and a caring & supportive culture that surround a burning ambition and purpose that is the best in the world.

Find the purpose in your career!


Advertised: AUS Eastern Daylight Time
Application close: AUS Eastern Daylight Time

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