Air New Zealand's strategy is to build our digital DNA and create a leading digital organisation in Australasia and one of the best digital airlines globally.The Service Management team is seeking Digital Operations Control Specialists. These are newly created roles and will have a strong focus on Incident Management and work across a portfolio of Tribes/Delivery Units/CoEs within the airline to help ensure the reliability and availability of our services while contributing to a culture of improvement and enhancement. This role reports to the Chapter Lead of Service Management.Key responsibilities of the role include:Executing the airline's Digital Major Incident Management (MIM) response, requiring collaboration across multiple stakeholder groups to ensure incidents are resolved in line with organisational SLAs.Collaborating with cross-functional teams to develop and implement service improvement initiatives, driving continuous enhancement of service quality and reliability.Supporting your portfolio to perform thorough root cause analysis of service incidents and problems to identify underlying issues and assist in implementing preventive measures to minimise recurrence.Providing training and mentoring for functional teams to ensure that process guidelines are understood and followed.Key skills and experience required include:Experience managing and leading the coordination of Major Incidents in high pressure events.Advanced understanding of ITIL processes and practice especially in Incident, Problem and Change Management.Demonstrated initiative and a proactive, self-starter attitude with the ability to work both independently and collaboratively to drive results.Strong skills in building and maintaining relationships, with proven expertise in stakeholder management and clear, effective communication.Please note: This role comes with a requirement to participate in the Major Incident Management 24/7 On Call roster during which time you will be physically based within the Integrated Operations Centre (IOC) at the airport campus.Please submit an updated resume along with a cover letter indicating your reason for applying for this role and how your skills and experience match the requirements.Applications close on Sunday 27 October.
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