Incident Manager

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. 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