Enterprise Incident Manager

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.

We're looking for an Enterprise Incident Manager to join our ever- evolving Global Command Center 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

Our group is adding a team of Enterprise Incident Managers to our Global Command Center. This is a chance to build and shape a rebuilding organization to coordinate and assist our technical teams to resolve incidents. This is a flexible shift role with a rotational on call expectation. The team operates as a 24x7x365 global teams.

What you'll own

As an Enterprise 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. This is an individual contributor position.

Your day-to day responsibilities will include:

• 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.

Where you'll own it

You'll own it in our thriving Cincinnati, OH hub or remotely in the US. While we're 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 information technology, computer science, or a related field or equivalent combination of education, training or work experience

• 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.

Added bonus if you have:

• You are a seasoned, experienced professional with a full understanding of IT application and system concepts. Creatively resolving a wide range of problems from technical to operational.

• You regularly contribute to >2 projects and business services annually.

• You have work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.

• You normally receive little instruction on work assignments. You regularly work both independently and collaboratively within the development and business organizations.

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.

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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.