Incident Management and Improvement Lead
Seeking an experienced Incident Management and Improvement Lead to own the function at AGL for this newly created role.
Summary about this job
Other
Company: AGL Energy
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-7-9699-7246
Fax: +61-3-3989-1170
E-mail: n\a
Site: n\a
Detail information about job Incident Management and Improvement Lead. Terms and conditions vacancy
- Newly created role at AGL to lead the Incident Management function
- Knowledge of Lean Six Sigma methodologies
- Join an ASX 50 organisation that truly understands the importance of its people
About the role
Located at our state of the art offices in the Melbourne CBD, we have a newly created opportunity for an Incident Management and Improvement Lead to drive operational transformation and customer experience improvement through the delivery of the Incident management framework supporting AGLs’ strategic priorities of embrace transformation, drive productivity and unlock growth.
Key accountabilities
The role is responsible for leading a matrix cross functional team to respond to customer incidents and deliver improvement initiatives partnering with Customer Markets (CM) stakeholders to achieve operational excellence, improved customer experience and reduce risk and exposure to AGL.
Some of the key accountabilities are as follows:
- Design, build and operationalise the Incident Management framework to address customer incidents
- Validate, triage and prioritise incidents received from the business to determine validity, magnitude, severity and impact of the incident
- Respond to prioritised incidents via standing up and leading cross functional teams across CM with relevant expertise to develop response plans which includes remediation and addressing root causes
- Utilise improvement methodologies (Lean/ Six Sigma) to lead a cross functional team to review current state processes to identify and resolve root causes of the incident, eliminating potential future customer impact
- Lead the remediation execution working with technical and business SMEs ensuring all impacted customers achieve resolution and AGL has delivered on it’s customer commitment
About you
If you have strong incident management and problem-solving skills, this would be the perfect role for you.
Some of the key skills we are looking for are as follows:
- Strong understanding and experience in Incident management and Continuous improvement
- Lean Six Sigma Black Belt Certified
- Experience using SAP highly desirable
- Energy industry experience highly desirable
- Agile and innovation methodologies with relevant certifications highly desirable
- Ability to negotiate and influence a broad range of stakeholders at various levels of the organisation
- Ability to solve complex problems
- Facilitation, collaboration skills, negotiating, strong decision-making frame working and analytical skills
- Ability to lead individuals throughout the project without direct reporting line influence
What’s in it for you?
You’ll get the opportunity to work with some of the most engaged and innovative in the business. Being exposed to more opportunities to advance your skills and career.
Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.
About us
Come with us on a journey of exploration, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.
It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians. With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.
How to Apply
If this sounds like you, we would love to hear from you.
Please apply by emailing your CV and cover letter to [email protected] with the role title as the subject line.