Senior IT Crisis Manager

The opportunity

Technology never sleeps, when a critical service is disrupted, every minute matters. Decisions must be made quickly, stakeholders need clear direction, and dozens of teams must come together with a single objective: restoring service and minimizing impact. This is where our Major Incident Management team makes the difference.

As a Major Incident Manager, you will be at the heart of the response, leading the resolution of the organization’s most critical incidents and bringing together Subject Matter experts to restore service as quickly as possible.

Joining a team of 14 dedicated IT Crisis Managers, you will play a key role in protecting business operations, maintaining customer trust, and driving service resilience across a global organization. Every day brings new challenges, requiring leadership, collaboration, and the ability to remain calm and decisive in high-pressure situations.

Day-to-day responsibilities

• Lead end-to-end resolution of major incidents, coordinating technical teams and business stakeholders to restore critical services rapidly.
• Lead internal communications during major incidents, providing accurate and timely status updates, facilitating stakeholder alignment, and managing escalations to support rapid and effective incident resolution.
• Facilitate incident response calls, driving accountability, decision-making, and cross-functional collaboration until service restoration.
• Ensure major incidents are managed within agreed SLAs while maintaining accurate records, reporting, and documentation.
• Conduct post-incident reviews, partnering with Problem Management to identify root causes and implement permanent corrective actions.
• Drive continuous improvement by enhancing incident management processes, ensuring compliance, knowledge sharing, and operational excellence.

Who are we looking for

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You can lead the resolution of major incidents, coordinating technical teams and stakeholders to restore critical services rapidly.
• You've got substantial knowledge in Financial Services and institution, incident management, and IT infrastructure, network, and application systems
• Ability to facilitate incident response calls, drive accountability, and align cross-functional teams toward swift service restoration
• Motivation and passion for managing critical situations in complex IT environments, bringing clarity, leadership, and energy when every minute matters.
• Excellent organizational and analytical skills to ensure compliance, accurate reporting, and comprehensive incident documentation
• You master stakeholder communication, providing clear updates, managing escalations, and maintaining confidence throughout incident lifecycles
• 3-4 years working in a similar role within a large IT environment

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Hybrid Working Policy
• Gift vouchers on the occasion of Christmas/Easter Holidays
• Private medical services
• 21 vacation days/year
• Referral bonuses for new hires recommended by you
• WFH & Flexible Working Hours
• Full access to the “Learning” platform