24/7 Major Incident Manager: Command Center Lead

Planet Paymet; Galway; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Shift premium

Job summary

Planet is hiring Major Incident Managers in Galway and Warsaw to own major incident bridges in our 24/7 Command Centre. You will take the bridge during incidents, coordinating the right people, timelines, and clear communications to reach resolution.

We operate a hybrid work model with three in-office days weekly. Candidates must have 4+ years in 24/7 incident management, strong bridge command, and experience with ITSM tools such as Jira/JSM, OpsGenie, PagerDuty or ServiceNow.

Qualifications

• 4+ years in major incident management or senior incident roles in a 24/7 NOC / command-centre environment.
• Proven bridge command: you can take control of a noisy call and make it productive within minutes.
• Excellent written and spoken English; structured, calm communication under pressure.

Responsibilities

• Own major incident bridges end-to-end on a 24/7 rota: declaration, command, escalation, resolution and handover.
• Run parallel-bridge capacity with Command Centre Shift Leads so concurrent majors never queue.
• Drive crisp incident communications: status updates, exec summaries, customer impact statements.
• Produce accurate timelines and feed blameless post-incident reviews.
• Manage handovers across shifts and locations to a documented standard.
• Contribute to MIM drills, runbooks and the continuous improvement of response performance (MTTA / MTTR).

Skills

Major incident mgmt

24/7 NOC

English communication

Tools

Jira/JSM

OpsGenie

PagerDuty

ServiceNow

Job description

Planet is hiring Major Incident Managers in Galway and Warsaw to own major incident bridges in our 24/7 Command Centre. You will take the bridge during incidents, coordinating the right people, timelines, and clear communications to reach resolution.

We operate a hybrid work model with three in-office days weekly. Candidates must have 4+ years in 24/7 incident management, strong bridge command, and experience with ITSM tools such as Jira/JSM, OpsGenie, PagerDuty or ServiceNow.