Incident Specialist

**Job Description**:

- Incident Specialist (Major Incidents)

**This**is ANZ**Worldline Payment Solutions**
- ANZ Worldline Payment Solutions is a joint venture between one of Europe’s leading payment technology companies, Worldline, and ANZ Banking Group.
- We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then, we’ve built a new modern technology platform to enable us to bring an exciting roadmap of products and solutions to our customers, as payments technology and consumer preferences evolve.
- What’s it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our growing team.
- It’s an exciting time to be part of our team. Find out more about ANZ Worldline Payment Solutions here.

**The Opportunity**
- The Incident Specialist (Major Incidents), will lead and coordinate the end-to-end response to major incidents affecting terminals and payments services, ensuring rapid restoration of services, minimising business impact, and delivering timely, accurate communications to internal and external stakeholders. You will drive incident handling best practices, support post-incident reviews, and contribute to continuous improvement of processes, reporting, and automation.

**Key Responsibilities**
- Preparedness and governance: Maintain the Major Incident Management framework, processes, templates, dashboards, and distribution lists; drive continuous improvement; create and update knowledge articles.
- 24/7 availability on-call for Major incidents/escalations/outages.
- Incident handling (during incidents): Lead escalation and impact assessment; coordinate incident bridges; deliver timely, multi-channel communications to internal and external stakeholders, adhering to incident notification SLAs in place; liaise with the Marketing/Legal team to seek appropriate approvals on external notifications (including notifications on the web based status page for ANZWL); refine data for external communications; liaise with service providers to achieve rapid resolution; keep status pages and incident records current.
- Post-incident and learning: Conduct post-incident reviews (PIR), capture impact and outcomes, provide feedback to service providers, and share learnings and action items with stakeholders; uphold the vendors and service providers on the short and long term fixes as a result of major incidents.
- Manage and adhere to specific business and bespoke customer SLA requirements in sending notifications based on the severity of an incident.
- Change management: Monitor and communicate upcoming changes on both back book and front book customer base, ensure timely and mínimally disruptive implementation, verify testing and back-out plans, and maintain change distribution lists.
- Reporting: Produce and distribute incident
- and operations-related reports and dashboards; monitor trends and provide insights to stakeholders.
- Ad hoc improvements and projects: Manage ServiceNow reporting and related enhancements; support ongoing projects and major incident dry runs; assist with maintenance activities (e.g., Build Verification Tests).
- Ensuring appropriate risk and governance frameworks are either adhered to or developed and controls are put in place to prevent reoccurrence.

**Experience**
- Proven experience in Major Incident Management and leading incident response in a payments/fintech environment.
- Strong communication skills with the ability to clearly convey complex information to technical and non-technical audiences.
- Excellent stakeholder management and cross-functional coordination abilities.
- Ability to work under pressure, manage multiple concurrent incidents, and meet tight deadlines.
- Analytical mindset with the ability to interpret data feeds and produce concise, actionable reports.
- Knowledge of ITIL practices and a solid understanding of change management and PIR processes.
- Familiarity with service providers/SLA management and third-party coordination.
- Comfortable conducting post-incident reviews and driving continuous improvement.
- A role at a senior capacity for a minimum of 12 months.Performance feedback from Line Manager.**Competencies & Knowledge**
- Minimum 3-5 years’ experience in incident management, major incident handling, or a similar role in a regulated environment.
- ITIL or equivalent incident management certification is highly desirable.
- Existing functional experience or expertise in one or more of the following disciplines: Customer Service, Process Documentation, Business Analysis, Change Management, Risk Management and/or Business/Program Implementation.
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