Position: Incident Manager

Organisation: Global SCO Support

Role Overview

The Incident Manager owns the end-to-end incident lifecycle for NCR Voyix's Retail customers, acting as the central point of coordination whenever service is disrupted. This role operates within an ITIL-aligned incident management framework, with success measured by speed of resolution, quality of stakeholder communication, and the customer experience delivered throughout every incident.

Wrapped around the Level 1, Level 2, and Level 3 technical support tiers, the Incident Manager provides coordination, escalation ownership, and stakeholder management for incidents that require cross-team engagement, major incident handling, or executive visibility. The role blends ITIL process discipline with strong leadership and communication skills to keep incidents moving toward resolution and to protect the customer experience even under pressure.

The role covers incidents across (although not limited to):

Retail and SCO devices
Payment, cloud, and web services
Store systems applications
Windows and Linux operating systems

Full ITIL and ServiceNow platform training will be provided.

Key Responsibilities

Incident Lifecycle Management (ITIL-Aligned)

Own the end-to-end lifecycle of incidents from identification and logging through diagnosis, resolution, and closure, ensuring accurate categorisation, prioritisation, and impact/severity classification in ServiceNow
Act as the central point of coordination across Level 1, Level 2, Level 3, Engineering, and third-party vendors to drive incidents to timely resolution
Ensure incident records are accurate, complete, and updated in real time, providing a single source of truth for all stakeholders
Apply ITIL incident management best practice to ensure consistent, repeatable, and auditable incident handling across the organisation

Major Incident Management

Declare, lead, and coordinate Major Incidents (MIMs), assembling the right technical and business resources rapidly to minimise customer impact
Chair incident bridges and war rooms, driving structured triage, clear task ownership, and disciplined progress tracking through to service restoration
Own timely, transparent communication to customers, executives, and internal stakeholders throughout the lifecycle of a major incident, including status updates and resolution summaries
Lead post-incident reviews (PIRs) and root cause analysis sessions, ensuring corrective actions are captured, assigned, and tracked to completion

Customer Experience (CX) Ownership

Own customer experience as a core outcome of incident management, not an afterthought, ensuring every interaction reflects professionalism, empathy, and ownership
Proactively manage customer expectations through clear, timely, and honest communication on impact, progress, and resolution timelines
Monitor customer satisfaction (CSAT) signals throughout the incident lifecycle and take corrective action where experience falls short
Act as the customer's advocate internally, ensuring urgency and business impact are properly represented to resolver teams

Escalation Management & Stakeholder Engagement

Hold explicit accountability for timely delivery and resolution, escalating proactively - both internally and externally - whenever incidents are at risk of breaching SLA/OLA targets or customer expectations
Maintain and continuously refine defined escalation paths, ensuring the right people are engaged at the right time without unnecessary delay
Build and maintain strong working relationships with engineering, product, vendor, and leadership stakeholders to remove blockers quickly
Provide regular, structured status reporting to stakeholders and leadership on open incidents, active escalations, and emerging risk

Problem & Change Coordination

Partner with Problem Management to ensure recurring incidents are identified, root causes investigated, and permanent fixes tracked through to closure
Coordinate with Change Management to assess the incident impact of planned changes and ensure emergency changes raised during incidents follow appropriate governance
Feed incident trends and insights into the problem and change backlogs to reduce repeat volume and prevent future disruption

SLA/OLA Adherence & Reporting

Monitor incident queues and aging cases to ensure SLA/OLA targets are met, intervening proactively where breach risk is identified
Produce and maintain scheduled and ad hoc reporting on incident, telephony, and major incident metrics, utilising tools such as ServiceNow, Excel, Power BI, Tableau, and Genesys
Analyse trends in incident volume, resolution time, and escalation frequency to identify systemic risk and improvement opportunities
Present incident performance data to stakeholders and leadership, translating metrics into clear, actionable insight

Continual Service Improvement

Drive continual service improvement (CSI) by identifying process, tooling, and knowledge gaps surfaced through incident handling
Champion quality assurance across incident handling, coaching teams on ticket quality, communication standards, and adherence to process
Lead or contribute to improvement initiatives, automation opportunities, and process redesign to reduce time-to-resolution and improve customer outcomes
Maintain and continuously improve the knowledge base, escalation matrices, and major incident playbooks based on lessons learned

Documentation & Knowledge Management

Ensure comprehensive incident documentation, including timelines, actions taken, and root cause where known, to support audits, trend analysis, and reporting
Maintain the incident management knowledge base, escalation matrices, and major incident runbooks so they remain accurate and fit for purpose
Support the creation and refinement of knowledge base articles to enable faster diagnosis and resolution by support tiers

Team Support & Continuous Development

Coach and support Level 1, Level 2, and Level 3 colleagues through direct feedback, joint working, and knowledge sharing to strengthen overall incident handling capability
Participate in team meetings, objective setting, performance management, and recognition programs, contributing to a strong team culture
Support 24x7 operational coverage as required, including participation in on-call and major incident rotations
Participate in special projects to continuously improve incident management processes, tools, and organisational maturity

Career Progression

This role operates within a structured support model:

Level 1: Customer intake, known issue resolution, and service ownership
Level 2: Deep technical investigation and component level root cause analysis
Level 3: Advanced product expertise, complex RCA, and defect resolution
Incident Manager: End-to-end incident ownership, major incident coordination, and cross-functional escalation management

The Incident Manager acts as the escalation and coordination layer above the technical support tiers, partnering closely with Level 1, Level 2, and Level 3 teams, as well as Engineering, Product, and vendor partners, to ensure incidents are resolved quickly and customers are kept informed throughout.

There are clear opportunities for progression into senior incident management, problem management, and service delivery leadership roles as experience and process maturity develop. In addition, business and operational support roles exist within our Cebu centre, enabling both vertical and horizontal career movement.

Skills & Experience

Required

Bachelor's degree or equivalent experience in IT, Computer Science, or a related field
ITIL Foundation certification (or actively working toward), with a strong understanding of ITIL incident, problem, and change management practices
3+ years of experience in incident management, service desk leadership, or technical support in a 24x7 environment
Proven experience coordinating major incidents and leading cross-functional bridges or war rooms under pressure
Advanced English communication skills (written and verbal), with the ability to communicate confidently with executives and technical teams alike
Strong working knowledge of ITSM platforms (e.g. ServiceNow), with the ability to produce reporting and dashboards using Excel, Power BI, or Tableau
Demonstrated ability to manage multiple concurrent incidents in a fast-paced, high-pressure environment
Ability to work a flexible schedule, including participation in 24x7 or on-call rotations

Desirable

ITIL Intermediate/Practitioner certification (or higher)
Experience with Genesys or other telephony/contact centre platforms
Experience within a Retail, Self-Checkout (SCO), or Payments environment
Additional languages (French or German an advantage)
Prior experience mentoring or leading support teams

Core Competencies

Strong ownership mindset with a relentless focus on customer experience
Calm, decisive leadership under pressure during major incidents
Excellent stakeholder management and executive communication skills
Strong analytical and structured problem-solving capability
Collaborative, team-oriented approach across all support tiers
Comfortable driving process discipline while adapting to fast-changing situations

Regards,

Jemima Dasari

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