Job
Description
As a Major Incident Manager at ResMed, you will play a crucial role in ensuring the stability, reliability, and resilience of the technology ecosystem. Your responsibilities will include: - 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. Qualifications Required: - 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. At ResMed, you will be part of a supportive, people-first culture focused on development and best practices. You will have the opportunity to design, influence, and innovate, work with global teams, share new ideas, and build something meaningful with a direct positive impact on people's lives. If you are looking for a workplace that encourages individual expression, drives excellence, and values diversity and inclusion, then ResMed is the place for you. Apply now and discover a challenging, supportive, and inspiring career.,
