Incident Management Specialist

Position: Incident coordinator Organisation: Global SCO Support
Role OverviewThe 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 devicesPayment, cloud, and web servicesStore systems applicationsWindows and Linux operating systems
Full ITIL and ServiceNow platform training will be provided.
Key ResponsibilitiesIncident 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 ServiceNowAct as the central point of coordination across Level 1, Level 2, Level 3, Engineering, and third-party vendors to drive incidents to timely resolutionEnsure incident records are accurate, complete, and updated in real time, providing a single source of truth for all stakeholdersApply ITIL incident management best practice to ensure consistent, repeatable, and auditable incident handling across the organisation
Major Incident ManagementDeclare, lead, and coordinate Major Incidents (MIMs), assembling the right technical and business resources rapidly to minimise customer impactChair incident bridges and war rooms, driving structured triage, clear task ownership, and disciplined progress tracking through to service restorationOwn timely, transparent communication to customers, executives, and internal stakeholders throughout the lifecycle of a major incident, including status updates and resolution summariesLead post-incident reviews (PIRs) and root cause analysis sessions, ensuring corrective actions are captured, assigned, and tracked to completion
Customer Experience (CX) OwnershipOwn customer experience as a core outcome of incident management, not an afterthought, ensuring every interaction reflects professionalism, empathy, and ownershipProactively manage customer expectations through clear, timely, and honest communication on impact, progress, and resolution timelinesMonitor customer satisfaction (CSAT) signals throughout the incident lifecycle and take corrective action where experience falls shortAct as the customer's advocate internally, ensuring urgency and business impact are properly represented to resolver teams
Escalation Management & Stakeholder EngagementHold 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 expectationsMaintain and continuously refine defined escalation paths, ensuring the right people are engaged at the right time without unnecessary delayBuild and maintain strong working relationships with engineering, product, vendor, and leadership stakeholders to remove blockers quicklyProvide regular, structured status reporting to stakeholders and leadership on open incidents, active escalations, and emerging risk
Problem & Change CoordinationPartner with Problem Management to ensure recurring incidents are identified, root causes investigated, and permanent fixes tracked through to closureCoordinate with Change Management to assess the incident impact of planned changes and ensure emergency changes raised during incidents follow appropriate governanceFeed incident trends and insights into the problem and change backlogs to reduce repeat volume and prevent future disruption
SLA/OLA Adherence & ReportingMonitor incident queues and aging cases to ensure SLA/OLA targets are met, intervening proactively where breach risk is identifiedProduce and maintain scheduled and ad hoc reporting on incident, telephony, and major incident metrics, utilising tools such as ServiceNow, Excel, Power BI, Tableau, and GenesysAnalyse trends in incident volume, resolution time, and escalation frequency to identify systemic risk and improvement opportunitiesPresent incident performance data to stakeholders and leadership, translating metrics into clear, actionable insight
Continual Service ImprovementDrive continual service improvement (CSI) by identifying process, tooling, and knowledge gaps surfaced through incident handlingChampion quality assurance across incident handling, coaching teams on ticket quality, communication standards, and adherence to processLead or contribute to improvement initiatives, automation opportunities, and process redesign to reduce time-to-resolution and improve customer outcomesMaintain and continuously improve the knowledge base, escalation matrices, and major incident playbooks based on lessons learned
Documentation & Knowledge ManagementEnsure comprehensive incident documentation, including timelines, actions taken, and root cause where known, to support audits, trend analysis, and reportingMaintain the incident management knowledge base, escalation matrices, and major incident runbooks so they remain accurate and fit for purposeSupport the creation and refinement of knowledge base articles to enable faster diagnosis and resolution by support tiers
Team Support & Continuous DevelopmentCoach and support Level 1, Level 2, and Level 3 colleagues through direct feedback, joint working, and knowledge sharing to strengthen overall incident handling capabilityParticipate in team meetings, objective setting, performance management, and recognition programs, contributing to a strong team cultureSupport 24x7 operational coverage as required, including participation in on-call and major incident rotationsParticipate in special projects to continuously improve incident management processes, tools, and organisational maturity
Career ProgressionThis role operates within a structured support model:Level 1: Customer intake, known issue resolution, and service ownershipLevel 2: Deep technical investigation and component level root cause analysisLevel 3: Advanced product expertise, complex RCA, and defect resolutionIncident 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 & ExperienceRequiredBachelor's degree or equivalent experience in IT, Computer Science, or a related fieldITIL Foundation certification (or actively working toward), with a strong understanding of ITIL incident, problem, and change management practices3+ years of experience in incident management, service desk leadership, or technical support in a 24x7 environmentProven experience coordinating major incidents and leading cross-functional bridges or war rooms under pressureAdvanced English communication skills (written and verbal), with the ability to communicate confidently with executives and technical teams alikeStrong working knowledge of ITSM platforms (e.g. ServiceNow), with the ability to produce reporting and dashboards using Excel, Power BI, or TableauDemonstrated ability to manage multiple concurrent incidents in a fast-paced, high-pressure environmentAbility to work a flexible schedule, including participation in 24x7 or on-call rotations
DesirableITIL Intermediate/Practitioner certification (or higher)Experience with Genesys or other telephony/contact centre platformsExperience within a Retail, Self-Checkout (SCO), or Payments environmentAdditional languages (French or German an advantage)Prior experience mentoring or leading support teams
Core CompetenciesStrong ownership mindset with a relentless focus on customer experienceCalm, decisive leadership under pressure during major incidentsExcellent stakeholder management and executive communication skillsStrong analytical and structured problem-solving capabilityCollaborative, team-oriented approach across all support tiersComfortable driving process discipline while adapting to fast-changing situations
Regards,Jemima [Confidential Information]