Major Incident Manager

Planet Paymet; Galway; On-site; 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

About Us Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview

We are hiring Major Incident Managers in Galway and Warsaw to own major incident bridges in Planet’s 24/7 Command Centre. When a major hits, you take the bridge: the right people, a crisp timeline, clear comms and a path to resolution — every time.

What you will do

• 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).

Who you are

• 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.
• Experience with ITSM and alerting tooling (Jira / JSM, OpsGenie, PagerDuty, ServiceNow or similar).
• Willing and able to work a full 24/7 rotating roster (pattern confirmed at offer; shift premium applies).

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.