IT Operations & Incident Leader - On-Call & AI-Driven

Westpac Bank; Takutai; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Holiday + wellbeing leave

Purchased leave options

Banking benefits

Growth and internal mobility

Recognition program

School holiday subsidy

Volunteer days

Job summary

Westpac New Zealand is seeking a Specialist to ensure high-quality incident, problem, and event management by directing work, mentoring teammates, and sustaining momentum across the team. As the primary contact on the Operations Hotline during business hours, you will communicate clearly with technology leadership and business stakeholders while championing scalable processes and impactful improvements.

This role strengthens operational resilience and enables the manager to focus on strategic

Qualifications

• 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.

Responsibilities

• Direct incoming work and maintain momentum across the team.
• Mentor team members and provide guidance during incidents and events.
• Serve as primary contact on the Operations Hotline during business hours.
• Champion process improvements and scalable practices to strengthen operational resilience.

Skills

ITIL 4 Practitioner

DevOps tools

Operational experience

Mentoring & facilitation

Root cause analysis

AI in operations

On-call management

Tools

DevOps tools

Job description

Westpac New Zealand is seeking a Specialist to ensure high-quality incident, problem, and event management by directing work, mentoring teammates, and sustaining momentum across the team. As the primary contact on the Operations Hotline during business hours, you will communicate clearly with technology leadership and business stakeholders while championing scalable processes and impactful improvements.

This role strengthens operational resilience and enables the manager to focus on strategic