IT Operational Response Specialist

Westpac New Zealand; Auckland; On-site; NZD 120,000 - 160,000; Full time

Benefits offered by this job

4 weeks standard holiday + 5 wellbeing

Additional purchased leave up to 4 wks

Banking benefits & superannuation

Growth and internal mobility

Recognition of star performers

School holiday subsidy

2 Volunteer days/year

Job summary

Westpac New Zealand seeks an experienced Operations Specialist to drive incident, problem and event management, directing work and mentoring team members. You will serve as the main Operations Hotline contact during business hours and partner with technology leadership to ensure clear, accurate communications.

By championing scalable processes and collaborative behaviours, you will strengthen operational resilience while enabling the manager to focus on strategic uplift across the technology

Qualifications

• ITIL 4 Practitioner certification is required.
• Extensive experience in operations, including senior or lead roles.
• Strong mentoring and facilitation skills to support teams through change.
• Analytical mindset with root cause analysis and AI-aware operations.

Responsibilities

• Direct incoming incident, problem and event work to ensure timely resolutions.
• Act as primary contact on the Operations Hotline during business hours.
• Mentor team members and foster scalable, collaborative processes.
• Communicate clearly with technology leadership and business stakeholders to maintain momentum.

Skills

ITIL4 Practitioner

DevOps tools

Education

8+ years in operational roles

Tools

DevOps tools

Job description

Mō te tūranga | About the Role

This role ensures consistent, high-quality execution of incident, problem, and event management practices by directing incoming work, mentoring team members, and maintaining momentum across the team. As the primary contact on the Operations Hotline during business hours, the specialist ensures clarity, accuracy, and professionalism in communications with technology leadership and business stakeholders. By championing process improvements, embedding scalable practices, and modelling collaborative behaviours, the specialist plays a critical role in strengthening Westpac’s operational resilience and enabling the manager to focus on strategic uplift across the broader technology organisation.

Nā tāu rourou | What will you bring?

• ITIL 4 Practitioner certification and experience with DevOps tools.
• 8+ years in operational roles, including senior or lead positions, with a track record in process integration.
• Strong mentoring and facilitation skills, with empathy and adaptability to support team members through change.
• Analytical prowess for root cause analysis, plus experience in AI-enhanced operations.
• Ability to manage 24/7 on-call in dynamic environments, focusing on enablement rather than control.

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits, insurance discounts and superannuation scheme
• Growth and development – we provide opportunities for development and promote internal mobility
• Recognition - we recognise and reward our star performers
• School holiday subsidy - help you balance work and family during school holiday
• 2 Volunteer days per year

Ko mātou tēnei | Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds.

At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Applications Close

16 September 2026