Incident Specialist (Terminals)

ThisisANZ Worldline Payment Solutions

ANZ Worldline Payment Solutions is a joint venture between one of Europes leading payment technology companies Worldline and ANZ Banking Group.

We launched in Australia in early 2022 providing in-store and ecommerce payment solutions to around 60000 Australian businesses. Since then weve 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.

Whats it like to work with usWe bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise products and services make us a leader in payments our people purpose values and culture are the core of our organisation. 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.

Its an exciting time to be part of our team. Find out more about ANZ Worldline Payment Solutionshere.

The opportunity

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

At ANZ Worldline Payment Solutions we work in a flexible environment that empowers you to learn grow and accelerate your have access a great mix of benefits including:

• A range ofhealth 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. Youll also earn loyalty leave for your tenure.
• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
• Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parents room prayer room and end of trip facilities. We also provide employee assistance services including counselling to support managers employees and their families.

Shape the evolution

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 youll 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 18000 innovators to shape the payments evolution.

Learn morehere about working at ANZ Worldline Payment Solutions.

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