Incident Manager – IT Service Management

About the role

The Incident Manager owns the end‑to‑end incident lifecycle for NCR Voyix’s retail customers, coordinating across support tiers and engineering to ensure rapid resolution and a positive customer experience.

Key responsibilities

• Manage the full incident lifecycle in ServiceNow, from identification through diagnosis, resolution, and closure, ensuring accurate categorisation and prioritisation.
• Lead major incident handling, chairing incident bridges and war rooms, and providing transparent communication to customers, executives, and internal stakeholders.
• Coordinate escalation and stakeholder engagement across Level 1, Level 2, Level 3, engineering, and third‑party vendors to meet SLA/OLA targets.
• Drive post‑incident reviews, root‑cause analysis, and corrective‑action tracking to improve service reliability.
• Monitor incident queues, produce performance reports, and analyse trends using ServiceNow, Excel, Power BI, Tableau, and Genesys.
• Support continuous improvement initiatives, knowledge‑base maintenance, and coaching of support teams.

Required skills

• ITIL incident management processes
• ServiceNow platform
• Windows and Linux operating systems
• Power BI, Excel, Tableau, Genesys reporting tools
• Major incident coordination and communication