Major Incident Management

Company Overview

Ingenico is the global leader in payment acceptance and services. We support our customers and their customers to do more with payments. From the bustling streets of Tokyo to the quaint local shops in London, we make your everyday purchases simple and seamless. Ingenico is not just a company, we’re the invisible link that connects you with the things you love. We're not just for the big players – we aim to cater to everyone, including retail, banks, payment companies, and more With more than 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring its large and diverse community of experts who anticipate and help share the evolution of commerce worldwide.

Location

Melbourne, AU, 03072

Role Summary

The Major Incident Manager (MIM) ensures rapid recovery of critical services by leading incident bridges, coordinating stakeholders, and driving clear and timely communications. Acting as a first responder in high-pressure situations, the MIM takes ownership of major incidents, ensuring swift resolution while protecting the customer experience. When not engaged in major incident management, the role contributes to Problem Management and Knowledge Management — including Post-Incident Review (PIR) delivery, Root Cause Analysis (RCA) documentation in cooperation with stakeholders, and the creation of knowledge base articles and process documentation — to strengthen organizational learning and resilience.

Key Responsibilities

- Lead and manage the end-to-end lifecycle of Major Incidents, ensuring effective coordination, escalation, and resolution.
- Take ownership of communication during bridges, ensuring timely and clear updates to both business and technical stakeholders.
- Maintain composure under pressure, confidently facilitating incident bridges even when senior stakeholders are present.
- Coordinate across regional teams in a follow-the-sun model, ensuring seamless global coverage.
- Participate in on-call rotations, including occasional coverage during weekend hours bridging Australia and the US.

Problem Management

- Deliver Post-Incident Reviews (PIRs) with clear actions and accountability.
- Draft and refine Root Cause Analyses (RCA) in cooperation with technical and business stakeholders.

Knowledge Management

- Document incident learnings, contribute to the knowledge base, and support process improvements.

Experience and Skills

- Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
- 4-8 years of IT industry experience, including exposure to SaaS/cloud environments and production operations.
- Demonstrated experience in incident or service management within enterprise-scale environments.
- Strong communication skills (written and verbal), able to simplify complex issues for business and technical stakeholders.
- Assertive and confident in leading cross-functional bridges under pressure.
- Experience with ITSM toolsets (e.g., Jira Service Management, ServiceNow, or equivalent).
- Strong analytical and troubleshooting mindset; able to grasp complex systems quickly.
- Organized, detail-oriented, and able to manage multiple tasks under time pressure.
- Collaborative team player with a customer-first attitude.

Equal Opportunity Employer

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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