It Operational Response Specialist

Join to apply for the IT Operational Response Specialist role at Westpac New Zealand

About the Role

As an IT Operational Response Specialist, you will deliver hands on operational support across incident, problem, and event management practices, ensuring timely service restoration and resolution while enabling technology teams to strengthen their own response capabilities.

This role integrates incident and problem accountability, bridging gaps in analysis and support, and focuses on empowering others through governance, coaching, and data insights in a fast paced DevOps and AI driven environment.

You will role model effective practices and contribute to a culture of proactive hygiene and continuous improvement across all technology teams.

What you'll do

Coordinate and facilitate major incident responses, including participation in an out of hours on call roster, ensuring swift action to minimise disruption and restore service.

Provide seven day coverage during key operating hours, supporting a rotating roster that covers weekdays and a reduced presence on weekends.

Lead critical problem investigations, collaborating with engineering teams to identify root causes, recommend fixes, and prevent recurrence.

Coach and guide teams through routine incident and problem handling, promoting ownership, consistency, and self sufficiency.

Embed Agile and DevOps practices into operational response workflows, integrating automation, feedback loops, and continuous improvement.

Leverage data analytics and AI tools to identify patterns, detect emerging issues, and drive proactive improvements in service resilience and reliability.

Support event management governance, ensuring alerting and monitoring practices are tuned to business needs.

Role model integrated incident and problem practices, demonstrating seamless transition from restoration to root cause analysis.

What will you bring?

Bachelor's degree or equivalent; ITIL 4 Foundation required, with exposure to DevOps or Agile.

Five plus years in ITSM operations, including incident and problem handling in fast paced environments.

Hands on experience with tools like ServiceNow, Jira, monitoring platforms, and basic AI analytics.

Excellent problem solving and communication skills, with a collaborative, empathetic approach.

Comfort with on call duties and adapting to evolving technology.

Experience bridging operational gaps, integrating short term fixes with long term resolutions.

Hands on operational expertise, integrated thinking, coaching ability, data driven insight, adaptability, collaboration, and resilience.

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

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!

Tono mai inaianei!

| Apply Now!

Apply today with your CV and Cover Letter.

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.

Mahi tahi tatou, kaha ake tatou | Together Greater

Applications Close 4 December

Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Information Technology

Industries : Banking

Referrals increase your chances of interviewing at Westpac New Zealand by 2x

Get notified about new Information Technology Specialist jobs in Auckland, New Zealand.

Auckland, Auckland, New Zealand 2 weeks ago

Auckland, Auckland, New Zealand 2 days ago

We're unlocking community knowledge in a new way.

Experts add insights directly into each article, started with the help of AI.

#J-

• Ljbffr