Incident Manager

ResMed • San Diego, CA

63d

About The Position

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations. The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency. At Resmed, we support millions of patients and healthcare partners worldwide - and the systems behind that care must be resilient. As a Major Incident Manager, you will be part of Global Technology Solutions (GTS), reporting into the Corporate Infrastructure & Services organization. This trusted, high-impact team drives operational resilience across Resmed through Incident Response, Change Enablement, and Problem Management. We work closely with global stakeholders across infrastructure, engineering, support, delivery, and leadership to keep systems stable, changes safe, and responses effective when things go wrong. This role is about ownership grounded in empathy, curiosity, and action. The ideal candidate blends decisiveness with humility, asks the right questions, learns fast, and supports teams through high-pressure situations. We're not looking for command-and-control leadership; we value professionals who are clear, kind, curious, and outcome-focused, even under stress. This is a high-trust, high-responsibility role with occasional work outside typical business hours. Success demands flexibility, accountability, and strong collaboration especially when urgency is high.

Requirements

• 5+ years managing major incidents in complex technical environments (infrastructure, cloud, networking, enterprise applications).
• Proven ability to lead high-severity incidents from initiation through resolution.
• Solid understanding of ITSM practices (incident, change, problem) with strong live application skills.
• Skilled in incident/service management tools such as Jira Service Management, BMC, Operations (formerly known as Opsgenie), or PagerDuty or similar.
• Exceptional communicator - adapting tone and detail to fit audience needs.
• Comfortable working across time zones and participating in an on-call rotation.
• Calm, solution-focused, and trusted under pressure.
• Curious, collaborative, and committed to follow-through.

Responsibilities

• Lead end-to-end response for high-severity incidents - setting direction, bringing calm, and driving resolution.
• Quickly initiate channels (chat, bridge calls) and assemble the right people to act fast.
• Maintain tight, clear communications across tickets, chats, Status Page, and live calls.
• Track timelines, risks, decisions, and ensure clean documentation.
• Apply critical thinking and guide engineers through structured problem-solving
• Challenge assumptions and encourage alternative hypotheses to avoid tunnel vision during triage.
• Leverage prior incidents and known errors to accelerate root-cause identification and shorten MTTR.
• Own incident closeouts summaries, updates, and follow-through.
• Draft and deliver clear outage communications for technical and business audiences.
• Maintain composure and empathy while engaging cross-functional teams and leaders.
• Coordinate SMEs, vendors, and technical leads for cohesive response efforts.
• Participate in global on-call rotations.
• Adapt hours for urgent issues, including evenings, weekends, or holidays.
• Step in confidently to active incidents, even with limited initial context.
• Provide regular summaries of major incidents, key changes, and follow-up actions.
• Keep processes, documentation, and communications current and clear.
• Contribute to improving internal tools, workflows, and knowledge-sharing.
• Apply experience with change and problem management to protect stability, reduce risk, and enhance team operations.
• Go beyond process compliance bring sound judgment and ownership.

Benefits

• A supportive environment that focuses on people development and best practices
• Opportunity to design, influence, and be innovative
• Work with global teams and share new ideas
• Be supported both inside and outside of the work environment
• The opportunity to build something meaningful and see a direct positive impact on people's lives
• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
• Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Miscellaneous Manufacturing
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees