Major Incident Manager

Major Incident ManagerAbout Ingenico Ingenico is the global leader in payment acceptance and services. We support our customers, and their customers, to do more with payments. Active in 37 countries with over 3,500 employees, we have been at the forefront of the commerce landscape for over four decades.With more than 40 million payment devices deployed worldwide, powered by over 2,500 apps, Ingenico serves the needs of millions of consumers every day. Through our advanced integrated solutions and network of partnerships, we simplify the world of payments and bring value-added services to move commerce forward.We have an exciting opportunity to join our team. You will be part of a dynamic and innovative culture where new ideas are encouraged and collaboration is key.About the Role We are looking for a Major Incident Manager (MIM) to join our Global Operations & Services team. In this role, you will take ownership of critical service incidents, driving rapid recovery, coordinating technical teams across regions, and ensuring clear, timely communication to all stakeholders. You will play a pivotal role in protecting the customer experience by managing high-impact incidents and contributing to problem and knowledge management to enhance organizational resilience.This is a full-time hybrid role based in Noida, supporting Ingenico’s global operations. What You’ll Do Lead and manage the end-to-end lifecycle of Major Incidents, ensuring effective coordination, escalation, and timely resolution. Facilitate incident bridges with composure and authority, providing clear updates to both business and technical stakeholders. Act as the key communication point during incidents, ensuring transparency and accountability throughout the resolution process. Coordinate with global and regional teams in a follow-the-sun model for continuous coverage. Participate in on-call rotations, including occasional weekend coverage across Australia, EMEA, and the US time zones. Conduct Post-Incident Reviews (PIRs) and drive follow-up actions with responsible teams. Prepare and refine Root Cause Analyses (RCA) in collaboration with technical and business stakeholders. Contribute to Knowledge Management by documenting incident learnings and supporting process improvements. Collaborate with Change Management to enable emergency changes for service restoration. Support compliance with Ingenico’s Information Security and Health & Safety policies. What You’ll Bring Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience. 4–8 years of experience in the IT industry, with exposure to SaaS, Cloud, or Production Operations environments. Proven experience in Incident or Service Management within enterprise-scale organizations. Strong leadership and communication skills — capable of simplifying complex issues for diverse audiences. Confident and assertive under pressure, with the ability to lead cross-functional teams effectively. Experience using ITSM tools (e.g., Jira Service Management, ServiceNow, or equivalent). Strong analytical mindset and ability to troubleshoot complex systems. Highly organized, detail-oriented, and capable of multitasking in fast-paced environments. Collaborative team player with a customer-first attitude. What We Offer Hybrid working Employee recognition and global exposure Learning & development opportunities to fuel your growth Health & wellness programs Inclusive and innovative work environment Opportunities to work with global teams across regionsAt Ingenico, diversity fuels innovation. We’re proud to be an Equal Opportunity Employer — and we can’t wait to see what you’ll bring to our team.Ready to grow with us? Apply now and help us deliver the next generation of trusted payment experiences. Follow us on : https://www.linkedin.com/company/ingenico Please visit : https://ingenico.com