Enterprise Incident Manager Senior

Ready to take your career globally? Make your mark at one of the biggest names in payments. We’re looking for a Enterprise Incident Manager Senior to join our ever-evolving team and help support delivery that shapes the future of global commerce.

Ready to take your career globally? Make your mark at one of the biggest names in payments. We’re looking for a Enterprise Incident Manager Senior to join our ever-evolving team and help support delivery that shapes the future of global commerce.

What you’ll own

• Lead the Enterprise Incident Management function across Worldpay, ensuring effective management of all incidents.
• Provide oversight of the end-to-end incident lifecycle, from detection and assessment through recovery, root cause analysis, and resolution.
• Direct enterprise-wide response activities during business-critical incidents, ensuring coordinated actions across operational, technology, product, and business functions.
• Determine incident severity and ensure appropriate escalation, governance, and executive engagement.
• Serve as the primary escalation point for major incidents with significant customer, operational, financial, regulatory, or reputational impact.
• Ensure effective management of major incidents to minimize customer disruption and business impact.

• Lead the assessment and management of customer, operational, financial, regulatory, and commercial impacts arising from major incidents.
• Ensure customer outcomes remain central to incident response and recovery decision‑making.
• Act as the primary coordination point between business, operational, technology, product, and executive leadership teams during critical incidents.
• Support executive decision‑making through timely business impact assessments, risk evaluations, and stakeholder communications.
• Ensure customer‑facing, operational, and leadership teams receive timely and audience‑appropriate communications throughout incident response and recovery activities.
• Minimize operational disruption, revenue impact, customer attrition risk, and reputational exposure associated with major service incidents.
• Engage directly with strategic clients, as required, to discuss major incidents, service stability, trends, and improvement initiatives.

• Define and maintain the enterprise incident management framework, operating model, governance standards, and associated policies.
• Ensure incident management processes are aligned with operational resilience, crisis management, business continuity, and service management frameworks.
• Maintain consistency of incident management standards, controls, and practices across the enterprise.
• Support operational resilience, crisis management, and business continuity planning activities.
• Identify systemic risks, recurring failure patterns, and emerging threats impacting customer experience, operational stability, and business resilience.
• Ensure problem prevention and resilience improvement initiatives are identified, tracked, and implemented.
• Partner closely with Audit, Risk, and Control functions to ensure incident‑related controls are appropriately designed, implemented, monitored, tested, and remediated following significant incidents.
• Ensure lessons learned from major incidents are translated into sustainable control enhancements, with remediation activities tracked through validation and closure.

• Lead enterprise post‑incident review activities focused on root cause identification, customer outcomes, business impact, and service improvement opportunities.
• Ensure corrective and preventive actions are owned, tracked, and completed.
• Drive initiatives to improve service stability,…