Incident Manager

Incident Manager

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.

We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.

The opportunity

We have an opportunity for a Incident Manager to join us on a permanent based at our Sydney CBD office.

This role will be responsible for

• Design & execute incident management processes and act as the incident management leader managing and co-ordinating responses to unplanned events or major incidents within our organization.
• Work closely with all relevant stakeholders who support the systems to identify root cause/s of long term and re-occurring incidents to ensure that incidents are resolved in a timely and effective manner.
• To make recommendations/improvements of actions to facilitate incident resolution, communicate with business teams and tracking mitigating actions and outcomes.

Areas of Responsibility:

• Act as the key escalation point to expedite Major/High Priority Incident resolution and provide regular feedback to key clients & stakeholders.
• Ensure the Incident Management process is documented, reviewed regularly and appropriate systems are set up to support approved processes and policies
• Training staff on incident management processes and best practices
• Co-ordinate a 24/7 Incident Management response team ensuring all priority incidents are resolved within defined service levels and drive problem management activities through to successful completion.
• Identify, recommend and deliver process improvements for Incident management.
• Conduct post-incident reviews (PIRs) and ensure they are delivered within agreed timelines for clients.
• Ensure PIR actions are handed over and completed by the appropriate team for implementation of agreed preventative measures.
• Provide monthly availability/outage reporting for our key clients.
• Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts.
• Support crisis (emergency) management, undertake tasks as directed to assist in the resolution and recovery from a crisis event.
• Ensure our business continuity planning (BCP) and disaster recovery (DR) are tested and refined regularly.

To be successful in this role you will require:

• Minimum of 5 years of experience in incident management, preferably in a large enterprise environment.
• Experience servicing multiple customers facing platforms and extensive operational support experience in supporting large and complex IT and business environments.
• Experience working in an agile environment

In Return We Offer:

• Hybrid working
• Corporate discounts & recognition
• Flu vaccinations
• Office fruit box
• Social club
• Birthday leave
• Employee Assistance Program & mindfulness sessions
• Comprehensive training and development
• Salary continuance and life insurance
• Paid primary caregiver parental leave
• Learning & development opportunities
• Career progression

Ingenico is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds.