Senior Operations Analyst

Brief Description

Senior Operations Centre Analyst

Your new team Join our Technology Operations Centre (TOC) within the Technical Infrastructure department, a vital part of our Technology division. As a Senior Operations Centre Analyst, you'll be at the forefront of ensuring highly effective, efficient, sustainable, secure, and reliable services across Auto & General. This team drives strategic initiatives, optimises operational processes, and champions innovation, all contributing to our mission of being Australia's best insurer.

The role As a Senior Operations Centre Analyst, you will provide expert leadership and drive strategic initiatives to ensure our Technology Operations Centre delivers highly effective, efficient, sustainable, secure, and reliable services. You will be pivotal in optimising operational processes, mentoring team members, and proactively identifying opportunities for significant service improvement and innovation.

• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Lead and drive the Major Incident Management process, coordinating resolution efforts for critical events.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Develop and deliver clear, concise, and timely executive-level communications to the wider business during major incidents.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Lead the Problem Management and Post Incident Review processes, driving root cause analysis and identifying preventative measures.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Champion, design, and implement continuous improvement and development initiatives for Service Delivery procedures, standards, and processes.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Strategise, optimise, and manage event management systems and processes, collaborating closely with Technology Support teams.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Lead cross-functional collaboration with Technology Support teams to ensure robust and proactive monitoring coverage.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Proactively analyse and interpret complex patterns of events and alerts to identify systemic issues, leading the implementation of solutions.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Design, implement, and maintain advanced Event Management dashboards and reports.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Provide mentorship and guidance to junior team members, fostering their professional development and technical growth.

What Experience You'll Bring

• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Demonstrable experience thriving and leading under pressure in a fast-paced, dynamic environment, prioritising strategic initiatives effectively.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Advanced technology troubleshooting skills across complex server, cloud, network, and application architectures, including distributed systems.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Expertise in root cause analysis methodologies and problem-solving frameworks.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Exceptional communication skills, including executive-level reporting, negotiation, and complex stakeholder management.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Strong data analysis and visualisation skills to derive actionable insights from operational data.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Proficiency in configuring, optimising, and leveraging enterprise-grade monitoring tools.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Demonstrable experience with cloud platforms (e.g., AWS, Azure, GCP) and understanding of cloud-native monitoring strategies.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Experience with SRE (Site Reliability Engineering) principles and practices.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Proven track record of leading operational improvement projects and initiatives.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">ServiceNow knowledge (ITSM, ITOM) is highly regarded.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">ITIL v4 Foundation certificate.

Location Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

The benefits of working at A&G

• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Be rewarded — we recognise high performance and reward our people for their hard work through bonuses and other perks.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Work flexibility — with options to work from home up to two days per week after probation.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Options for leave — life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Grow with us — we've got learning and professional development opportunities to suit everyone.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Give back — our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Take care of yourself — your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Celebrate the wins — we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• p]:inline" style="font-family:'arial' , 'helvetica' , sans-serif , 'deja-sans';font-size:10pt">Save money — as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

Internal Applicants: Please ensure your manager or team leader is aware of your application. If this sounds like your next challenge, click on the APPLY NOW button and submit your application.

We are accepting referrals for this position. If you know someone who has the right skills & experience, please encourage them to apply and advise our recruitment team.