Incident Manager, Contract

Summary

Our vision in the Corporate Operations Group division is to innovate and empower for a better future, delivering intuitive technology with people in mind. Our DNA is customer engagement, finding ways to innovate, doing things differently, connecting data with engineering, driving digitalisation and providing reliable and secure services. Join our Enterprise Service Management team and contribute to increasing the availability of our products and services and reducing technology disruption risk. The integrity and resilience of our services are critical to ensure they are ‘always on’ for Macquarie’s businesses.

What role will you play?

As an Incident Manager in the EMEA region, you will be part of a global ‘follow-the-sun’ function that fosters reliability, risk management and operational excellence culture. Our team has a performance-oriented culture driven by positive team dynamics. We create measurable value for our customers by delivering high quality services based on principles‑based technology standards. These standards and practices are based on robust core risk management and service reliability principles, guiding us on timely detection, investigation, remediation, and reporting of priority technology incidents, and taking measures to be resilient against technology incidents, minimising repeats through effective problem management methods and controls, while also adopting, maturing and expanding industry best practices such as Site Reliability Engineering (SRE). You will work closely with key stakeholders across the globe to achieve our objective of reimagining service delivery and providing laser‑like focus on all three fronts; resilience, agility and innovation. You will be a team player and seamlessly balance the reliability and resilience of our services while supporting emerging technology trends and transformational initiatives with a focus on digital and data.

What you offer

• Experience in reducing the impact of priority incidents and providing efficient resolutions
• Ability to oversee technical incident bridges, providing guidance and leadership to technical teams and business stakeholders throughout priority incidents
• Ability to conduct comprehensive post‑incident reviews, documenting lessons learned and driving continuous improvement through a strong risk lens
• Experience in aligning incident management strategies with business objectives and IT service management functions
• Excellent problem‑solving skills and the ability to think analytically
• Strong attention to detail with proven ability in decision‑making during priority incidents
• Excellent communication skills, with the ability to explain complex concepts in simple terms
• Commercial and pragmatic mindset with a passion for modern practices such as Site Reliability Engineering (SRE), AIOps and discovering smarter ways of delivering automated services eliminating toil
• Experience with Atlassian suite, GCVE, Azure, BMC Helix and Grafana

Commitment to diversity, equity and inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply regardless of their identity, including age, disability, neurodiversity, gender (including gender identity or expression), sexual orientation, marriage or civil partnership, pregnancy, parental status, race (including ethnic or national origin), religion or belief, or socio‑economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process.

Our aim is to provide reasonable adjustments to individuals as required during the recruitment process and in the course of employment. If you require additional assistance, please let us know during the application process.

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