Critical Incident Team Lead

Join to apply for the Critical Incident Team Lead role at Zurich Cover-MoreJob Type: Permanent - Full TimeLocation: North Sydney, New South WalesJob Category: ITRole Purpose: To provide strong management and oversight of Critical and Major Incidents.
Lead the response to high-severity incidents, ensuring operational effectiveness and efficient incident resolution to maintain business continuity.
This is a hands-on role requiring active engagement throughout the incident lifecycle.Job DescriptionZurich Cover-More helps people travel safely across the globe every day.
We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong.
We are committed to providing reliable, fast, flexible and bespoke services for our customers and partners.Key Responsibilities:Manage critical and high-risk technology incidents end-to-end, ensuring swift resolution and minimal disruption.Drive adherence to ITIL best practices, focusing on event and incident management.Communicate incident status and updates clearly to all stakeholders.Collaborate with technical teams to improve incident visibility, alerting, and response processes.Contribute to Change Approval Board (CAB) discussions and ensure operational readiness of new solutions.Support configuration management by promoting CMDB usage across incident, problem, and change processes.Lead and support change initiatives, coach teams, and track success metrics.Coach and develop team members while fostering a high-performance, inclusive culture.Manage performance, succession planning, and team engagement.Build trusted relationships across internal teams, partners, and external stakeholders.Ensure exceptional customer service and use customer insights to guide improvements and business decisions.Candidate Requirements:5+ years of experience in developing and improving event and incident management processes.Availability for on-call support, including nights and weekends.Strong verbal and written communication skills to convey complex issues clearly.ITIL certification and hands-on experience with Event, Incident, Problem, Change, and Configuration Management.Strong negotiation and stakeholder engagement skills.Ability to manage high-impact situations and foster collaboration across teams.Calm, resilient, and able to perform under pressure.Why Join Us?We value optimism, caring, togetherness, reliability, and determination.
With over 2600 employees worldwide, we are a global group of diverse professionals sharing a mission to look after travellers at every step.Benefits include flexible work arrangements, career development opportunities, generous leave policies, travel perks including free travel insurance, and a strong commitment to diversity and inclusion.Additional Details:Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustry: Insurance#J-18808-Ljbffr