Global Incident Commander: Reliability & Response

Workday, Inc.; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Job summary

Workday, Inc. in Auckland, NZ, is seeking an experienced Incident Manager to coordinate responses to major incidents affecting Workday customers. You will lead cross‑functional teams across engineering, support, and business units to restore services quickly and implement preventive improvements.

The role operates within a global 24/7 environment, offering flexible work arrangements. You will analyze trends, drive runbook improvements, and communicate clearly with stakeholders while focusing on

Qualifications

• 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.

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.
• Clearly communicate customer impact, recovery progress, risks, and uncertainty.
• 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.
• Help teams define meaningful corrective actions, establish ownership, and follow through on progress.
• Analyze incident trends, mean time to detect (MTTD), and mean time to resolve (MTTR).
• Use findings to recommend and measure improvements that reduce customer disruption.
• 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.

Skills

Incident management

ITIL

Stakeholder communication

Crisis coordination

Job description

Workday, Inc. in Auckland, NZ, is seeking an experienced Incident Manager to coordinate responses to major incidents affecting Workday customers. You will lead cross‑functional teams across engineering, support, and business units to restore services quickly and implement preventive improvements.

The role operates within a global 24/7 environment, offering flexible work arrangements. You will analyze trends, drive runbook improvements, and communicate clearly with stakeholders while focusing on