Major Incident Manager

Planet; Warszawa; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid work model

Office days three per week

Job summary

Planet is seeking a Major Incident Manager to own end-to-end incident bridges in our 24/7 Command Centre, spanning Warsaw and Galway. You will lead multi‑party response with precision, clear timelines, and calm communications.

We offer a hybrid work model with three days in the office and a commitment to blameless post-incident reviews, continuous improvement, and strong English communication across global teams.

Qualifications

• 4+ years in major incident management in a 24/7 NOC or command-center.
• Proven ability to command noisy calls and drive resolution.
• Excellent written and spoken English under pressure.

Responsibilities

• Own major incident bridges end-to-end on a 24/7 rota.
• Coordinate parallel bridges with Shift Leads to prevent queues.
• Deliver crisp status updates, exec summaries and impact statements.
• Create timelines and contribute to blameless post-incident reviews.
• Handover across shifts and locations to documented standards.
• Contribute to MIM drills, runbooks and ongoing response improvement.

Skills

Major incident management

Crisis communications

English proficiency

24/7 NOC experience

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.