Job Description
Air New Zealand's strategy is to build our digital DNA and create a leading digital organisation in Australasia and one of the best digital airlines globally.
The Service Management Chapter is looking for a Digital Operations Control Specialist (DOCS) to join our team. This is a dynamic role with a strong focus on Incident Management, supporting a portfolio of Tribes/Delivery Units/CoEs across the airline. Your work will play a key part in maintaining the reliability and availability of our digital services, while also driving a culture of continuous improvement and operational excellence.
This role reports to the Chapter Lead of Service Management.
Key responsibilities of the role include:
- Leading the airline’s Digital Major Incident Management (MIM) response, coordinating across multiple stakeholder groups to ensure incidents are resolved in line with SLAs.
- Collaborate with cross-functional teams to deliver service improvement initiatives that enhance service quality and reliability
- Supporting your portfolio to perform thorough root cause analysis of service incidents and problems to identify underlying issues and assist in implementing preventive measures to minimise recurrence.
- Supporting functional teams through training and mentoring to ensure consistent understanding and application of Service Management processes.
What You’ll Bring
- Proven experience coordinating and managing Major Incidents in high-pressure environments.
- Strong working knowledge of ITIL practices, particularly in Incident, Problem, and Change Management.
- A proactive, self-starting attitude with the ability to work both independently and collaboratively to drive outcomes.
- Excellent relationship-building and communication skills, with a track record of effective stakeholder engagement and influence.
Please note: This role includes participation in the 24/7 Major Incident On-Call Roster, which operates on a 1-week-in-5 rotation. You will be based on-site at the Integrated Operations Centre (IOC) at our Auckland Airport campus, where your presence supports direct collaboration with key operational teams.
Please submit an updated resume along with a cover letter indicating your reason for applying for this role and how your skills and experience match the requirements.
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."