Leader of Major Incident Management

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 is 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.

We are looking for a Leader of Major Incident Management to join our ever-evolving Service Delivery leadership team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

The Global Technical Services Center (GTSC) team is a globally diverse delivery team that services our merchants on multiple platforms and with many IT services. We are the first contact point for global enterprise merchants and serve as the major incident management function. We are also the escalation point for internal teams that need a coordinated incident response for IT services.

What you'll own

The Leader of Major Incident Management Team is responsible for overseeing and coordinating the end-to-end process of managing major IT incidents that have significant business impact. This role involves leading a dedicated team to quickly resolve incidents, minimizing downtime and disruption while ensuring communication, coordination, and collaboration between technical teams and stakeholders. The leader will implement best practices, optimize incident response processes, and ensure the organization is prepared to handle critical IT incidents effectively.

This role is crucial in maintaining operational stability by managing and mitigating the impact of major IT incidents, ensuring quick resolution, clear communication, and continuous improvement in incident management processes.

Incident Response Leadership:

• Lead the management of major IT incidents, ensuring timely resolution while minimizing business impact.

• Serve as the escalation point for all high-priority incidents, coordinating efforts across technical teams, including IT operations, engineering, security, and service management.

• Make real-time decisions during critical incidents, including mobilizing resources, coordinating actions, and escalating when necessary to resolve the incident.

• Ensure a standardized and consistent approach to incident management by following best practices and frameworks such as ITIL.

Team Leadership and Development:

• Manage, mentor, and guide the major incident management team, ensuring they are equipped to handle high-pressure situations.

• Foster a collaborative, fast-paced environment to ensure the team can respond quickly and efficiently to incidents.

• Conduct regular training sessions, simulations, and tabletop exercises to prepare the team for real-world scenarios.

• Set key performance indicators (KPIs) for the team to track and measure response effectiveness and areas of improvement.

Stakeholder Communication & Engagement:

• Serve as the primary point of contact during major incidents, providing updates to key internal and external stakeholders, including senior management, business units, and customer support teams.

• Ensure all communications during incidents are clear, concise, and timely, maintaining transparency throughout the incident lifecycle.

• Work closely with the communications team to ensure that customer-facing messages are aligned with internal communications and accurately reflect the status of the incident.

Process Improvement & Optimization:

• Analyze post-incident reports and lead post-incident reviews to assess the root cause, incident response effectiveness, and areas for improvement.

• Identify trends and recurring issues, implementing preventive measures to reduce the likelihood of future incidents.

• Continuously improve the major incident management process, incorporating industry best practices, lessons learned, and innovative technologies.

• Develop and maintain incident management playbooks and procedures to ensure quick response times and consistency across all incidents.

Collaboration & Coordination:

• Coordinate cross-functional teams during incidents, ensuring all necessary resources are allocated and working together towards resolution.

• Maintain strong relationships with IT infrastructure, application development, and security teams to ensure seamless collaboration during major incidents.

• Work with problem management teams to ensure proper handoff and resolution of underlying issues following incident closure.

Crisis & Risk Management:

• Develop and maintain the major incident and crisis management strategy, ensuring the organization is prepared for high-impact scenarios.

• Lead risk assessments related to IT systems and infrastructure to identify potential failure points and develop contingency plans.

• Ensure the team is prepared for non-technical crises, such as natural disasters or cyberattacks, by conducting regular preparedness reviews and scenario testing.

Where you'll own it

You will own it remotely in the US anywhere. While we are a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person.

What you bring

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).

• 7+ years of experience in IT service operations or incident management, with 3+ years in a leadership role.

• Proven experience leading major incident management teams in a large-scale, high-availability environment.

• ITIL v3 or v4 Foundation certification or equivalent incident management certification.

• Strong leadership and decision-making abilities, especially in high-pressure situations.

• In-depth understanding of IT infrastructure, network systems, cloud environments, and incident management frameworks.

• Exceptional problem-solving skills, with the ability to drive resolution during complex and multi-faceted incidents.

• Excellent communication skills with the ability to translate technical details into business-focused outcomes for senior executives and stakeholders.

• Strong knowledge of incident management tools (e.g., ServiceNow, Jira) and monitoring systems.

• Experience with ITIL framework, particularly in Incident and Problem Management.

• Experience managing incidents in a global, 24/7 operations environment preferred

• Certifications in crisis management or disaster recovery planning preferred

• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud preferred

Work Environment:

• 24/7 availability for critical incidents, with potential after-hours or weekend work required.

• Fast-paced and high-pressure environment where swift and accurate decision-making is crucial.

• Cross-functional collaboration with various technical and business teams across the organization.

Worldpay perks - what we'll bring for you

We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

• A competitive salary and benefits.

• Time to support charities and give back to your community.

• Parental leave policy.

• Global recognition platform.

• Virgin Pulse access.

• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.

• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.

• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can't wait to hear from you.

To find out more about working with us, find us on LinkedIn.

#LI-AD1

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.