Brief Description Senior Operations Analyst The Role: We’re looking for a confident self-starter to join our Technology Operations Centre team as an Analyst. In this role, you’ll play a key part in incident detection, major incident management, and event monitoring to support reliable and secure technology services for the business. Your New Team: You’ll join a high-performing, collaborative team at the heart of our technology operations. Based in our Toowong office, the team is passionate about continuous improvement and plays a critical role in ensuring the stability of our IT systems across the business. Key Responsibilities: Initiate and manage Major Incident Management processes and communications Monitor, detect and escalate critical technology events and alerts Define and maintain event dashboards, reports and thresholds Collaborate with support teams to resolve incidents and reduce alert volumes Support problem management and post-incident review processes Contribute to risk identification and compliance practices in line with APRA standards Participate in after-hours on-call rotations as required Identify and drive service improvement initiatives Qualifications & Experience: ITIL v4 Foundation certification Experience with ServiceNow (ITSM, ITOM) Familiarity with monitoring tools (e.g. New Relic, SolarWinds) Strong general technology troubleshooting skills (server, cloud, network, applications) Excellent communication and collaboration skills Ability to thrive in a fast-paced, high-pressure environment Our Perks: Location – Toowong 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. Hybrid Work: Work from home 2 days a week, with our office located in Toowong. Extra Leave: Paid 'ME' day, a paid volunteer day, and the option to purchase additional leave. Development Opportunities: Access to internal programs and online courses. Employee Discounts: Discounts on Budget Direct insurance products. Reward and Recognition: Celebrate high performance with recognition, rewards, and incentives. Onsite Facilities: End-of-trip facilities and private spaces for nursing mothers. Get Social: Participate in vibrant social and community activities, including annual celebrations. 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, Virgin Money 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. If you're ready to make a significant impact and thrive in a growing business, apply now! Auto & General is committed to fostering an inclusive and diverse workplace where everyone can succeed. Note: Recruitment agencies are kindly asked to refrain from sending unsolicited resumes. Auto & General is not responsible for any fees related to unsolicited resumes. Requirements Skills Ability to thrive and lead under pressure in a fast-paced, dynamic environment, prioritising strategic initiatives effectively. Advanced technology troubleshooting skills across complex server, cloud, network, and application architectures, including distributed systems. Expertise in root cause analysis methodologies and problem-solving frameworks. Exceptional communication skills, including executive-level reporting, negotiation, and complex stakeholder management. Strong data analysis and visualisation skills to derive actionable insights from operational data. Experience ITIL v4 Foundation certificate ServiceNow knowledge (ITSM, ITOM) proficiency in configuring, optimising, and leveraging enterprise-grade monitoring tools Demonstrable experience with cloud platforms (e.g., AWS, Azure, GCP) and understanding of cloud-native monitoring strategies. Experience with SRE (Site Reliability Engineering) principles and practices. Proven track record of leading operational improvement projects and initiatives Other Maintain awareness, understanding and compliance with Company policies and procedures, including the completion of mandatory training. Perform other reasonable and relevant activities as requested from time to time to meet operational requirements. Summary A technical expert with exceptional communication skills and a proactive, innovative mindset. You bring with you advanced analytical thinking and troubleshooting techniques, capable of mentoring and influencing colleagues to achieve optimal outcomes. You will possess a deep understanding and practical application of ITIL-based practices for managing technology-based events, incidents, and problems, with a focus on continual service improvement.
