Job Description
Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
About the role:
As a Major Incident Manager, you will be responsible for overseeing the response and resolution of major incidents that have a significant impact on business operations and services. You will lead a multidisciplinary team, coordinate response efforts, and ensure effective communication with stakeholders to minimize disruption and restore services in a timely manner.
What you will be doing:
Incident Management Leadership: Lead the Major Incident Management (MIM) process, ensuring that major incidents are identified, prioritized, and managed effectively according to established policies and procedures.
Incident Coordination: Serve as the central point of contact for all major incidents, coordinating the activities of technical teams, subject matter experts, and stakeholders involved in the incident response process.
Incident Triage and Assessment: Quickly assess the severity and impact of major incidents, gathering relevant information to understand the scope, root cause, and potential consequences on business operations and services.
Escalation Management: Initiate and manage escalations as necessary, ensuring that appropriate resources are allocated, and senior leadership is informed of the incident status, impact, and resolution progress.
Communication Management: Facilitate clear and timely communication with stakeholders throughout the incident lifecycle, providing regular updates on incident status, progress, and resolution timelines. Maintain transparency and manage stakeholder expectations effectively.
Incident Resolution Coordination: Coordinate the activities of technical teams and support functions involved in incident resolution, including troubleshooting, root cause analysis, and implementing workarounds or permanent fixes.
Post-Incident Review: Facilitate post-incident reviews (PIRs) to analyze the causes and response to major incidents, identify areas for improvement, and implement corrective actions to prevent recurrence.
Documentation and Reporting: Ensure thorough documentation of major incidents, including incident logs, timelines, actions taken, and lessons learned. Generate incident reports and provide insights to leadership to support decision-making and continuous improvement efforts.
Stakeholder Management: Build and maintain positive relationships with key stakeholders, including business leaders, IT teams, vendors, and customers. Collaborate effectively to prioritize and address business-critical issues during major incidents.
Continuous Improvement: Drive ongoing improvements to the Major Incident Management process, tools, and capabilities based on industry best practices, lessons learned, and feedback from incident stakeholders.
What you will need:
Bachelor's degree in information technology, computer science, or related field.
5 years of experience in IT service management, with 3 years of experience specifically in incident management.
Strong understanding of ITIL framework, particularly incident management processes and practices.
Excellent leadership and communication skills, with the ability to lead cross-functional teams and facilitate collaboration during high-pressure situations.
Proven experience in managing major incidents in a fast-paced, complex IT environment, with a focus on minimizing impact and restoring services efficiently.
Analytical mindset with strong problem-solving skills and attention to detail.
Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert are preferred.
Experience with incident management tools such as ServiceNow, xMatters, Everbridge, or Jira is desirable.
What we offer you:
A career at Worldpay is more than just a job. It’s the change to shape the future of fintech. At Worldpay, we offer you:
• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits
Privacy Statement
Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
EEOC Statement
Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.