Incident Specialist

5 days ago Be among the first 25 applicants 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 2017, providing in-store and e‑commerce 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. Working with us combines the spirit of a fintech with the heritage of a big four bank. 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. Incident Specialist (Terminals) As our Incident Specialist (Terminals), you will oversee and mentor the Terminal Support Engineer team responsible for Terminal systems. This role combines technical leadership, incident management, and customer‑centric guidance to ensure rapid, effective resolution of terminal‑related issues and exceptional customer experiences. You will act as a bridge between customers, internal support teams, and external vendors, driving accountability, process improvement, and timely incident response. Day‑to‑day Responsibilities Lead and mentor the Terminal Support Engineer team in delivering high‑quality, multi‑channel customer support (phone, email, remote, and on‑site where applicable) for Terminal hardware, software, and network issues. Own incident lifecycle management for terminal‑related outages and performance problems, including triage, investigation, escalation, communication, remediation, and post‑incident review. Oversee troubleshooting guidance and ensure consistent, clear communication to customers from initial contact to resolution. Coordinate installations, configurations, and ongoing maintenance of Terminal systems, software, and interfaces; ensure operational excellence and reliable service delivery. Act as a liaison among customers, internal support teams, vendors, and third‑party partners; facilitate escalations, status updates, and resolution tracking. Develop, maintain, and improve support documentation, checklists, knowledge articles, and training materials to enhance internal efficiency and customer self‑service. Champion cross‑functional operational coordination for urgent incidents and service restorations; drive timely and accurate communications to stakeholders. Manage software rollouts, updates, and patches for terminal environments, including planning, execution, validation, rollback procedures, and documentation. Lead continuous improvement initiatives, contribute to service design, and support new service deployments and initiatives. Own and report on key metrics (MTTR, first contact resolution, incident backlog, customer satisfaction) and drive actions to improve overall service quality. Collaborate with regional / global teams to align processes, share best practices, and ensure consistent incident handling standards. What We Are Looking For Minimum 3‑5 years of experience in Level 2 technical support or incident management for payment terminals / HW‑SW environments in a customer‑facing or enterprise setting. Demonstrated expertise in POS hardware, terminal software, networking (TCP/IP, GPRS), and related peripherals. Strong experience with incident / issue management frameworks, post‑incident reviews, root cause analysis, and corrective actions. Proven track record of leading teams, mentoring engineers, and driving continuous improvement in support operations. Excellent verbal and written communication skills; ability to communicate complex technical concepts to non‑technical customers. Advanced problem‑solving and analytical abilities, with a calm, methodical approach to high‑pressure incidents. Proficiency with remote support tools, ticketing systems, change management, and knowledge management platforms. Ability to collaborate effectively with cross‑functional teams, vendors, and customers; comfortable working independently and taking ownership of issues. Customer‑centric mindset with a focus on delivering timely resolutions and positive experiences. Benefits 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. Earn loyalty leave for your tenure. Regular opportunities to connect socially as a team. Volunteering leave to support Corporate Social Responsibility activities. Other perks and benefits (e.g. novated leasing options). Seniority level : Mid‑Senior level Employment type : Full‑time Job function : Other We provide 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. 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. #J-18808-Ljbffr