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Incident Specialist

2 weeks ago

Melbourne, Victoria, Australia ANZ Worldline Payment Solutions Full time $90,000 - $120,000 per year

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 minimally 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 multiples concurrents incidents, and meet tight deadlines.
  • Proficiency with incident management tools (e.g., ServiceNow) and monitoring dashboards; familiarity with message routing via SMS/Email.
  • 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.
  • An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do.
  • A willingness to broaden your experience and expertise to develop skills in the above disciplines and become more effective at optimising end-to-end customer journeys.
  • Domain knowledge of Merchants end to end business.
  • Demonstrated experience engaging and influencing stakeholders.

Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You'll have access a great mix of benefits, including:

  • A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.

  • Learning and development opportunities to build your skills.

  • Additional leave options to support families, work in the community or take a career break. You'll also earn loyalty leave for your tenure.

  • Regular opportunities to connect socially as a team.
  • Volunteering leave to support Corporate Social Responsibility activities.
  • Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent's room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, a can-do attitude and a hunger to learn and grow. Here you'll work with colleagues from around the world and take on unique challenges as a team, to support businesses right across Australia. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators to shape the payments evolution.

Learn more here about working at ANZ Worldline Payment Solutions.