Incident Management Analyst Senior- (Incident response and management)- IPC Team – Indore/Pune/Bangalore – 5-7years

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 a Senior Lead Associate - Incident Mangement  to join our ever-evolving IPC 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 Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they’re always finding ways for us to grow together.

The Incident, Problem, and Event Management team at Worldpay plays a crucial role in ensuring the uninterrupted operation of one of the world's leading Financial IT organizations. Our dedicated team will work around the clock to monitor and swiftly respond to any incidents or problems that may arise within Worldpay's complex network of systems and services. With our expertise in identifying root causes and implementing effective solutions, we can effectively minimize downtime and maintain the high level of service expected by Worldpay's clients. Through proactive event management strategies, we are able to anticipate, plan for, and mitigate potential disruptions before they escalate into major issues.  The unwavering commitment to excellence and our ability to effectively manage incidents, problems, and events will make us an essential component of Worldpay's success in the competitive financial IT industry.

What you’ll own

We are seeking a skilled and experienced Incident Manager to join our team. The Incident Manager will be responsible for effectively managing and resolving non-major technical incidents within our organization. The ideal candidate will possess strong communication and leadership skills, as well as a strong technical background.

Key responsibilities include:

• Serve as a point of contact for non-major incidents within the organization
• Lead and coordinate incident response efforts with cross-functional teams
• Quickly assess and prioritize incidents based on impact and urgency
• Assist in continual improvement, development, and implementation of incident management processes and procedures
• Communicate incident status updates to stakeholders and senior management
• Ensure timely resolution of incidents by tracking progress and escalating to major incident as needed
• Conduct post-incident reviews to identify root causes and prevent future incidents
• Provide guidance and support to technical teams during incident response

The ideal candidate will have a strong background in incident response and management, with experience leading incidents in a fast-paced and complex environment. Excellent communication and leadership skills are essential, as well as the ability to remain calm and focused under pressure. A broad understanding of IT systems and security is also required.

Where you’ll own it

You’ll own it in our modern Indore/Pune/Bangalore hub. With hubs in the heart of city centers and tech capitals, things move fast in APAC. We pride ourselves on being an agile and dynamic collective, collaborating with different teams and offices across the globe.

What you bring

• Strong problem-solving skills: An Incident Manager should have the ability to analyze complex issues.
• Excellent communication skills: This role involves working with various stakeholders, including technical teams, business owners, and customers. Strong communication skills are essential to effectively convey information, escalate issues, and collaborate with others.
• Technical knowledge: A solid understanding of IT systems, applications, and infrastructure is essential for managing incidents effectively.
• ServiceNow experience: Having comprehensive knowledge of SNow and its features will be highly valuable for this role.
• Attention to detail: This role requires a meticulous approach to incident analysis, and documentation with a focus on accuracy and thoroughness.
• Ability to work under pressure: An Incident Manager must be able to handle high-pressure situations, remain calm and focused, and make sound decisions in a timely manner.
• Customer focus: A successful Incident Manager should be committed to delivering value to customers and ensuring their needs are met.
• Proactive mindset: This role involves continuously monitoring and improving processes to prevent recurring incidents and enhance overall system performance.
• Collaboration skills: Working cross-functionally with various teams, vendors, and partners is crucial for effectively managing and resolving complex issues.
• Adaptability: The IT landscape is constantly evolving, and an Incident Manager should be able to adapt to changes, stay informed about industry trends, and continuously improve their skills and knowledge.

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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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.

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