IT Operational Response Specialist

Westpac New Zealand Limited; Auckland; Hybrid; NZD 110,000 - 140,000; Full time

Benefits offered by this job

4 weeks standard holiday + 5 wellbeing

Additional purchased leave up to 4 wks

Banking benefits & insurance discounts

Growth & internal mobility

Recognition of star performers

School holiday subsidy

2 volunteer days per year

Job summary

Westpac New Zealand Limited is seeking a senior operational specialist to drive incident, problem and event management with a focus on scalable, collaborative practices. You will mentor peers, maintain momentum, and act as the main Operations Hotline contact during business hours.

The role requires 8+ years in operations, experience with process integration, and comfort with AI-enhanced operations in a dynamic environment.

Qualifications

• ITIL 4 Practitioner certification and DevOps tools experience.
• 8+ years in operational roles, including senior or lead positions.
• Strong mentoring and facilitation skills with adaptability to change.
• Analytical prowess for root cause analysis and AI-enhanced operations.

Responsibilities

• Direct incident, problem and event management activities.
• Mentor team members and sustain momentum across the team.
• Serve as primary Operations Hotline contact during business hours.
• Champion process improvements and scalable practices.

Skills

ITIL 4 Practitioner

DevOps tools

Mentoring

Root cause analysis

AI operations

On-call 24/7

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 24/9 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!

Our aim is to be brave challengers, celebrating our differences and relentlessly advocating 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.

Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.

Mahi tahi tātou, kaha ake tātou | Together Greater Applications close: 16 September 2026

Our culture is rich with stories of how our people like to help, our customers, our community and each other. This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them.