Overview

Ingenico is the global leader in payment acceptance and services. We support our customers, and their customers, to do more with payments. Active in 37 countries with over 3,500 employees, we have been at the forefront of the commerce landscape for over four decades. With more than 40 million payment devices deployed worldwide, powered by over 2,500 apps, Ingenico serves the needs of millions of consumers every day. Through our advanced integrated solutions and network of partnerships, we simplify the world of payments and bring value-added services to move commerce forward.

We have an exciting opportunity to join our team. You will be part of a dynamic and innovative culture where new ideas are encouraged and collaboration is key.

About the Role

We are looking for a Major Incident Management Analyst – Level 2 Specialist to join our Pacific Operations team. In this role, you will lead high-priority incident bridges, drive rapid service restoration, and deliver clear communication to technical and business stakeholders. You will play a critical part in maintaining system reliability and protecting the customer experience.

Permanent, Full-time role based in Sydney, Australia OR Melbourne, Australia.

Responsibilities

- Lead and manage the end-to-end lifecycle of Major Incidents, ensuring effective coordination, escalation, and rapid resolution.
- Facilitate incident bridges with confidence, maintaining calm and control even under pressure.
- Deliver timely and clear communication updates to technical and business stakeholders.
- Coordinate with global teams in a follow-the-sun support model to ensure seamless incident coverage.
- Participate in an on-call rotation,



including occasional weekend support for AU–US time zone alignment.
- Support Problem Management activities, including Post-Incident Reviews (PIRs), action tracking, and Root Cause Analysis (RCA) documentation.
- Contribute to Knowledge Management by documenting incident learnings and improving process documentation.
- Collaborate with Change Management teams when emergency changes are required for service restoration.

Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- 4–8 years of IT industry experience, ideally with exposure to SaaS/cloud or enterprise-scale production environments.
- Demonstrated experience in Incident or Service Management.
- Strong communication skills, able to simplify complex issues for diverse stakeholders.
- Assertive, confident, and able to lead cross-functional bridges under pressure.
- Experience with ITSM toolsets such as Jira Service Management or ServiceNow.
- Robust analytical and troubleshooting mindset; able to understand complex systems rapidly.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Team-oriented mindset and a customer-first attitude.

What We Offer

- Hybrid working (3 days in office) + flexibility
- Employee recognition programs
- Learning & development to fuel your growth

At Ingenico, diversity fuels innovation. We’re proud to be an Equal Opportunity Employer — and we can’t wait to see what you’ll bring to our team.

Ready to grow with us?

Ready to grow with us? Apply now and help us deliver the next generation of trusted payment experiences.

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📌 Major Incident Management Analyst – Level 2 Specialist (City of Sydney)
🏢 Ingenico
📍 City of Sydney