Mō te tūranga | About the Role
As the Senior IT Operational Response Specialist, you will act as the operational lead and deputy to the Manager – IT Service Response, coordinating day to day service response activities. You will ensure consistent, high quality execution of incident, problem, and event management practices, direct incoming work, mentor team members, and maintain momentum across the team. As the primary contact on the Operations Hotline during business hours, you will ensure clarity, accuracy, and professionalism in communications with technology leadership and business stakeholders. You will champion process improvements, embed scalable practices, and model collaborative behaviours to strengthen Westpac’s operational resilience.
Ko tō mahi | What you’ll do
Embed strong operational rhythm and team cohesion, maintaining daily operations, clear roles, priorities and consistent handovers.
Act as the operational lead and second in charge, coordinating daily workflow and making decisions during peak periods or manager absences.
Serve as the central point of contact for the Operations Hotline during business hours, triaging work and assigning tasks with clarity and professionalism.
Mentor and support team members, enabling knowledge sharing, coaching and ongoing capability uplift.
Oversee, coordinate and participate in major incident responses, critical problem investigations and post event reviews.
Champion continuous improvement by embedding simplification, AI enablement and smarter ways of working to uplift operational maturity and reduce friction.
Ensure the team models best practice across incident, problem and event management, including effective alerting and reduced manual effort through AI tools.
Provide portfolio level support to technology teams, coaching on incident and problem hygiene and proactively preventing escalations.
Drive execution of core Operational Response Specialist responsibilities, including governance activities, trend analysis and improvement identification.
Contribute to a positive team culture by promoting proactive, collaborative and accountable ways of working.
Build trusted relationships across delivery, service and engineering teams, using operational credibility to guide uplift and continuous improvement.
Nā tāu rourou | What will you bring?
A Bachelor’s degree in IT or equivalent experience, with ITIL 4 Practitioner certification and experience using DevOps tooling.
Eight plus years’ experience in operational technology roles, including two plus years in senior or lead positions.
Proven experience integrating and improving operational processes within complex technology environments.
Strong mentoring, coaching and facilitation skills, with empathy and adaptability to support teams through change.
Strong analytical capability, including root cause analysis and experience working in AI enhanced operational environments.
The ability to operate within 24 by 7 on call models when required, with a focus on enablement rather than control.
Demonstrated deputy leadership capability, with confidence stepping in to maintain momentum and service continuity.
Strong stakeholder engagement and influence skills across service, product and engineering teams.
A continuous improvement mindset, with the ability to identify trends, reduce risk and prevent future incidents.
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!
Tono mai ināianei! | 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 tātou, kaha ake tātou | Together Greater
Applications close:
17 April 2026
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