[Hiring] Incident & Problem Manager @Employment Hero

Role Description

As we scale, the quality of our incident response, the depth of our root cause analysis, and the way we hear and act on customer feedback all become increasingly important to our growth. This role brings those three things together. You will own the end-to-end incident response process—but your remit goes beyond putting fires out. You will drive systematic problem management to eliminate recurring issues, and you will ensure the voice of our customers shapes how incidents and problems are prioritised, communicated, and resolved.

This is a unique, high-impact individual contributor (IC) role for someone who operates comfortably in the heat of a live incident, thinks analytically about systemic patterns, and genuinely cares about the customer experience. You will work closely with Engineering, Product, and CX teams, and you will be a key voice in how Employment Hero improves its platform reliability and service quality over time. This is not a role about building a large team—it’s about being an exceptional collaborator and operator within EH’s existing frameworks.

• Operate within EH’s incident response framework, taking on the Incident Commander or Comms Lead role during major incidents and assessing severity quickly using the SEV framework.
• Coordinate incident roles (IC, Technical Lead, Comms Lead, CX Liaison), establish required Slack channels, and ensure clear accountability from the moment an incident opens.
• Manage the FireHydrant platform throughout the incident lifecycle, tracking milestones, updating severity levels, and triggering post-incident procedures.
• Own the Post-Mortem Analysis (PMA) process end-to-end, delivering Confluence drafts within 72 hours, facilitating reviews, tracking Jira actions, and fostering a blame-free improvement culture.
• Maintain a live problem register and Known Error Database (KEDB) to capture known errors, track proactive risks, and provide accurate workarounds for support teams.
• Identify patterns across support tickets, incidents, and customer feedback to surface systemic issues and partner with Engineering and Product to prioritise permanent fixes.
• Act as the customer’s voice in PMA reviews and problem prioritisation discussions, using Zendesk, NPS, and escalation data to represent real customer impact alongside technical observations.
• Partner with the CX Liaison to deliver clear, empathetic, timely, and calibrated incident communications to internal and external stakeholders, including leadership and partners.
• Produce regular service reliability reporting for CX leadership, translating technical metrics like MTTR and affected accounts into meaningful, customer-centric insights.
• Maintain strong, collaborative working relationships across Engineering, Product, CX, and Support to drive service reliability and communication improvements through influence.

Qualifications

• Minimum 4–5 years of hands-on experience in Incident and Problem Management (or a closely related operational role) within a SaaS environment.
• Demonstrated experience managing major incidents end-to-end and driving root cause analysis, problem registers, or KEDB maintenance.
• Prior experience incorporating Voice of Customer (VoC) methodologies and customer feedback loops into operational and engineering prioritisation.
• Proven track record of cross-functional coordination and building alignment across Engineering, Product, and Customer Experience teams.
• High proficiency with incident, support, and collaboration platforms, specifically FireHydrant (or similar), Zendesk, Jira, Confluence, Slack, Asana, or Salesforce.
• Exceptional written and verbal communication skills, with the ability to write clearly under pressure for both technical and non-technical audiences.
• Strong analytical skills to connect dots across diverse data signals (incidents, ticket patterns, customer feedback) to identify systemic risks.
• Sufficient technical literacy to understand platform incident scopes and communicate effectively with engineers (direct coding or sysadmin experience not required).
• A calm, structured, and decisive approach to problem-solving under pressure, with excellent time management skills to handle multiple operational threads simultaneously.
• A highly collaborative, customer-centric mindset aligned with our core values: we own it, we invent, we are bold & ambitious, we are one team and we serve.

Benefits

• Remote Work: Work remotely with the flexibility to own your time and impact.
• Cutting-edge Tools: Access tools to amplify your work and knowledge.
• Ambitious Environment: Surround yourself with outcome-driven colleagues who challenge you to do your best work.
• Equity: Own ESOP (employee share options) in a fast-growing tech company.
• Benefits: Generous parental leave, WFH office expense budget, and outstanding learning & development opportunities.
• Global Gathering: Attend our annual Global Gathering—we’re heading to the Gold Coast, Australia, in September 2026!