Incident Manager

Workday · Auckland · hybrid We’re Workday, a Fortune 500 company and a leading AI platform for managing people, money, and agents. We're shaping the future of work so teams can reach their potential and focus on what matters most. As an Incident Manager, you will coordinate the response to major incidents affecting Workday customers. You’ll bring together the right engineering, support, and business teams, establish clear priorities, and guide the response toward safe, timely service restoration. Responsibilities Lead major incident response, coordinating responders, clarifying responsibilities, managing escalations, and keeping customer recovery at the center of decisions. Provide timely, concise updates to Support teams, engineering partners, and senior leadership. Partner with service teams to identify detection gaps and improve actionable alerts, health checks, and other signals that help identify issues before customers report them. Improve response readiness through clearer runbooks, service context, change visibility, and initial mitigation steps. Facilitate blameless root cause analysis and post-incident reviews. Analyze incident trends, mean time to detect (MTTD), and mean time to resolve (MTTR). Simplify incident workflows and identify opportunities to automate communications, reporting, and repetitive tasks. Share lessons across teams and build partnerships that make resilience part of everyday service ownership. Requirements 5+ years of related experience in incident management, customer escalations, technical operations, or technical support. Experience leading major production incidents as an incident commander, coordinating technical teams and managing escalations through service restoration. Experience applying IT service management practices, such as ITIL, to incident response and problem management. Nice to Have Major incident management and incident command: Experience establishing priorities, assigning response activities, and making timely decisions with incomplete information. Technical analysis and troubleshooting: Ability to interpret technical details, recognize service dependencies, ask effective diagnostic questions, and test assumptions with engineering teams. Stakeholder and crisis communication: Experience translating complex technical situations into clear written and verbal updates for different audiences. Cross-functional collaboration and influence: Ability to bring teams together without direct authority, navigate competing priorities, and constructively address delays. Problem management and systemic prevention: Experience facilitating blameless investigations, separating symptoms from underlying causes, and evaluating whether corrective actions will prevent recurrence or improve detection and recovery. Data-driven continuous improvement: Ability to interpret incident trends and response metrics, identify bottlenecks, and turn findings into measurable improvements. Benefits Flex Work: Combine in-person time and remote work to deepen connections, maintain a strong community, and do your best work. Reasonable accommodations: Workday is committed to providing reasonable accommodations for qualified individuals during our application process.