Major Incident & Problem Management Lead / SME

Rabobank is the world’s leading specialist in food and agribusiness banking.  One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.  

Rabobank has an opening for a Major Incident & Problem Management Lead / SME.   Reporting to the Manager - Identify & Service Management, you will join a highly engaged IT team centralised in Sydney.

The Major Incident & Problem Management Lead / SME is an individual contributor role where you will be responsible for providing facilitation, coordination, and collaboration for high priority major incidents impacting core business services.  This includes identifying the priority level of the incident, ensuring all governing procedures are met and return of services are delivered within the SLA requirements of priority level.

Top Role Accountabilities:

  • Acting as a key point of contact for major technology incidents facilitating escalation, post incident review (PIR) meetings, including root cause analysis and providing action plans to ensure mitigation of reoccurrence of the incident is minimised.
  • Communicating to stakeholders and executive’s major incident findings where required.  Providing regular updates on the progress of major incidents.
  • Leading the strategic approach to enhancing the Problem Management process, procedures and tie in back to Major Incident management alongside Incident Management.
  • Ensuring all technology adheres to the Major Incident Management processes.
  • Working closely with cross-functional teams to provide automation opportunities and efficiencies.
  • Contributing to the creation, delivery and reporting Key Control Indicators (KCIs), Key Performance Indicators (KPIs) stemming from Incidents, Major Incidents and Problems as required.


To be successful you will have:

  • Deep expertise in Service Management.
  • Minimum of 5 years + experience in Major Incident Management and Problem Management.
  • Knowledge of Service Management fundamentals.
  • A good understanding of IT Operating systems, network protocols and cloud technologies.
  • ITIL v3/v4 certifications.
  • Excellent interpersonal, verbal and written communication skills.
  • High level attention to detail.
  • Critical thinking, analytical and problem-solving skills.
  • Ability to drive change and continuous improvement.

Note that this role is required to provide out of hours ‘’on call’’ support during evenings and weekend in the event of an incident arising.

What we're proud to offer you:

  • Hybrid work environment (1-2 days per in in office & other days WFH).
  • 2 Wellbeing Leave days.
  • Education Assistance Program to assist with professional development.
  • We provide an incentive for eligible employees to receive 1 extra week Annual Leave. With an option to also purchase another 2 weeks Annual Leave.
  • An inclusive Parental Leave policy that supports you and your family while giving you the freedom and flexibility to enjoy this special time (Primary carer up-to 14 weeks paid leave).
  • Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, Temporary & Permanent Disability (TPD) and Income Protection Insurance.
  • As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.
  • An inclusive Parental Leave policy that supports you and your family while giving you the freedom and flexibility to enjoy this special time (Primary carer up-to 14 weeks paid leave).

Rabobank is committed to a culture where diversity and inclusion is valued, respected and encouraged. We welcome applicants from diverse cultures, faith and sexual orientation.

If you’d like to discuss how we can make our opportunities more accessible to you, please let a member of the Talent Acquisition team know.

Major Incident & Problem Management Lead / SME

Contract type Full time
Location Sydney (Australia)
Workplace Hybrid
Reference number JR_00092771
Publication date 22 September 2023

Application procedure


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