Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.
Major Incident Manager (MIM) – Level 2 Specialist
Role Purpose
The Major Incident Manager (MIM) ensures rapid recovery of critical services by leading incident bridges, coordinating stakeholders, and driving clear and timely communications. Acting as a first responder in high-pressure situations, the MIM takes ownership of major incidents, ensuring swift resolution while protecting the customer experience.
When not engaged in major incident management, the role contributes to Problem Management and Knowledge Management — including Post-Incident Review (PIR) delivery, Root Cause Analysis (RCA) documentation in cooperation with stakeholders, and the creation of knowledge base articles and process documentation — to strengthen organizational learning and resilience.
Key Accountabilities
1. Lead and manage the end-to-end lifecycle of Major Incidents, ensuring effective coordination, escalation, and resolution.
2. Take ownership of communication during bridges, ensuring timely and clear updates to both business and technical stakeholders.
3. Maintain composure under pressure, confidently facilitating incident bridges even when senior stakeholders are present.
4. Coordinate across regional teams in a follow-the-sun model, ensuring seamless global coverage.
5. Participate in on-call rotations, including occasional coverage during weekend hours bridging Australia and the US.
6. Problem Management:
7. Deliver Post-Incident Reviews (PIRs) with clear actions and accountability.
8. Draft and refine Root Cause Analyses (RCA) in cooperation with technical and business stakeholders.
9. Knowledge Management: Document incident learnings, contribute to the knowledge base, and support process improvements.
10. Collaborate with Change Management teams when emergency changes are required to restore service.
Experience and Skills
11. Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
12. 4–8 years of IT industry experience, including exposure to SaaS/cloud environments and production operations.
13. Demonstrated experience in incident or service management within enterprise-scale environments.
14. Strong communication skills (written and verbal), able to simplify complex issues for business and technical stakeholders.
15. Assertive and confident in leading cross-functional bridges under pressure.
16. Experience with ITSM toolsets (e.g., Jira Service Management, ServiceNow, or equivalent).
17. Strong analytical and troubleshooting mindset; able to grasp complex systems quickly.
18. Organized, detail-oriented, and able to manage multiple tasks under time pressure.
19. Collaborative team player with a customer-first attitude.