Incident Manager

Lets talk about the team and you:

At Resmed, we support millions of patients and healthcare partners worldwide — and the systems behind that care must be resilient.

As a Major Incident Manager, you will be part of Global Technology Solutions (GTS), reporting into the Corporate Infrastructure & Services organization. This trusted, high-impact team drives operational resilience across Resmed through Incident Response, Change Enablement, and Problem Management.

We work closely with global stakeholders across infrastructure, engineering, support, delivery, and leadership to keep systems stable, changes safe, and responses effective when things go wrong.

This role is about ownership grounded in empathy, curiosity, and action. The ideal candidate blends decisiveness with humility, asks the right questions, learns fast, and supports teams through high-pressure situations. We’re not looking for command-and-control leadership; we value professionals who are clear, kind, curious, and outcome-focused, even under stress.

This is a high-trust, high-responsibility role with occasional work outside typical business hours. Success demands flexibility, accountability, and strong collaboration especially when urgency is high.

Let’s talk about responsibilities:

Incident Leadership

• Lead end-to-end response for high-severity incidents — setting direction, bringing calm, and driving resolution.
• Quickly initiate channels (chat, bridge calls) and assemble the right people to act fast.
• Maintain tight, clear communications across tickets, chats, Status Page, and live calls.
• Track timelines, risks, decisions, and ensure clean documentation.
• Apply critical thinking and guide engineers through structured problem-solving
• Challenge assumptions and encourage alternative hypotheses to avoid tunnel vision during triage.
• Leverage prior incidents and known errors to accelerate root-cause identification and shorten MTTR.
• Own incident closeouts summaries, updates, and follow-through.

Communication & Stakeholder Management

• Draft and deliver clear outage communications for technical and business audiences.
• Maintain composure and empathy while engaging cross-functional teams and leaders.
• Coordinate SMEs, vendors, and technical leads for cohesive response efforts.

On-Call Operations & Flexibility

• Participate in global on-call rotations.
• Adapt hours for urgent issues, including evenings, weekends, or holidays.
• Step in confidently to active incidents, even with limited initial context.

Reporting & Team Operations

• Provide regular summaries of major incidents, key changes, and follow-up actions.
• Keep processes, documentation, and communications current and clear.
• Contribute to improving internal tools, workflows, and knowledge-sharing.

Change & Problem Management

• Apply experience with change and problem management to protect stability, reduce risk, and enhance team operations.
• Go beyond process compliance bring sound judgment and ownership.

Let’s talk about qualifications:

• 5+ years managing major incidents in complex technical environments (infrastructure, cloud, networking, enterprise applications).
• Proven ability to lead high-severity incidents from initiation through resolution.
• Solid understanding of ITSM practices (incident, change, problem) with strong live application skills.
• Skilled in incident/service management tools such as Jira Service Management, BMC, Operations (formerly known as Opsgenie), or PagerDuty or similar.
• Exceptional communicator — adapting tone and detail to fit audience needs.
• Comfortable working across time zones and participating in an on-call rotation.
• Calm, solution-focused, and trusted under pressure.
• Curious, collaborative, and committed to follow-through.

Let’s talk about what you can expect:

• A supportive environment that focuses on people development and best practices
• Opportunity to design, influence, and be innovative
• Work with global teams and share new ideas
• Be supported both inside and outside of the work environment
• The opportunity to build something meaningful and see a direct positive impact on people’s lives