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Production Assurance Lead
role at
IAG
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At IAG, we're ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible. The Production Assurance Lead role will play a pivotal role in maintaining stability and resilience across our technology environment. You'll lead major incident and problem management processes, ensuring rapid service restoration and reducing recurring disruptions. Acting as a trusted liaison for IT changes, you'll communicate effectively with stakeholders and coordinate multi-vendor engagement during critical events. These newly created roles combine technical expertise with strategic leadership—designing observability dashboards, leveraging GenAI for automation, and driving continuous improvement. You'll also influence Technology & Operations (T&O) processes and best practices, act as a key link between T&O and divisional units, and manage service-impacting risks. If you thrive in complex environments and want to shape enterprise-wide technology outcomes, this is your opportunity to make a real impact. This is a permanent full-time role based in multiple locations across Australia.
What You'll Do
Act as the divisional representative for IT changes and coordinate multi-vendor engagement during major incidents
Design and build observability dashboards and implement GenAI automation use cases to improve operations
Represent your CIO tower in post-incident reviews, trend analysis, and drive continuous service improvement plans across Technology & Operations
Act as a link between Technology & Operations and divisional units, translate business service experience to technology language and vice versa, escalating risks, common themes requiring mitigation, incidents requiring intervention
Establish strong operational relationships with technology, business, and partner teams to identify opportunities and deliver improved service outcomes
Mentor junior team members within the Product Assurance squad
What You'll Bring
Extensive experience in IT, including 4+ years in major incident management and/or service management ITIL processes (major incident, problem, change)
Proven experience in major incident management and problem management in an enterprise-scale organisation
Strong analytical and problem-solving skills with excellent stakeholder communication
Proficiency in observability dashboarding and experience designing GenAI solutions
ITIL v4 Foundation certification (Intermediate or Practitioner preferred)
What We Offer
Boosted superannuation with 13% as standard
20 days annual leave + 5 days MyLeave (extra leave for what's important to you)
Work from home and many more flexibility options with myFlex
Up to 50% off personal insurance, including home and motor insurance
Partner discounts on private health insurance, tech & appliances, and many more
Industry-leading 20 weeks paid parental leave
Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities
Employment type eligibility criteria apply
Applications close: Friday 12 December :59PM AEDT
Please note – full-time, part-time, and job-sharing arrangements will be considered.
Adjustments and Support If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to for a confidential conversation.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Insurance
More About Us As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.
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