Global Engineering

Incident/Problem Management


Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third-party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services and are obsessed with customer happiness.

Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success. 

IT Operations Center (ITOC) Major Incident Manager


Job Summary

The position is for an experienced Incident / Problem / Change Manager. The individual will be responsible for managing major technology incidents/changes, managing / coordinating recurring incident/problem/change management activities and enforcing and executing defined ITIL policies and processes. This position works with different technical groups demanding active involvement in change, incident, and problem management. Not only to adhere to Global ITIL standard procedures across the globe, but also to ensure regional requirements are adhered to where applicable.

Essential Duties and Responsibilities:

Incident/Problem Management

  • As a Major Incident Manager, the successful candidate will be able to provide technical and service leadership on driving service restoral. They will also hold authority over making decisions on corrective actions
  • Leading incident management, by collaborating with other teams in Verifone VCS, determining business impact, assessing risk and driving of incidents towards resolution
  • Assisting in writing, reviewing, and enhancing incident Root Cause Analysis documentation, help resolve deviations from policy and communicating progress through regularly released reports relating to incident and problem management
  • Leading problem management by collecting root cause / causal factor data; drafting post mortems and driving broader operational risk analysis based on repeating incidents; running regular incident reviews to ensure all functions within Technology understand the incidents, postmortem and risk factors for each incidents.
  • Working with line managers of all functions within Verifone VCS to ensure the necessary risk management standards are defined and implemented.
  • Manage incident controls and track incidents in the Verifone VCS Production environment.
  • Work with the Incident and Problem Management Function including running major incident review meetings. Ensure incident and problem management actions are carried through with other incident management groups. Lead root cause analysis efforts as needed and lead efforts in providing consistent incident and problem management standards.
  • Work with the Line Managers of all functions within Verifone VCS to ensure the necessary and incident standards are defined and implemented. Ensure the standards and processes are globally consistent and reflect Americas, EMEA, and ASPAC requirements.

Change Management

  • Oversee regional change management functions across technology, building a regional center of excellence that will be replicated globally to provide a centralized risk management capability for technology.
  • Initial responsibilities focused on managing/ coordinating recurring change management activities for the VCS Regional Change Advisory Boards. This includes managing change risk, identifying change conflicts, change-related incident trends, executing defined change policies and initiatives, rolling out appropriate technologies involved with incident management efforts, etc.
  • Enforce and build the scope of Change Management Policy to extend across all technology functions and initiatives
  • Provide leadership in defining standards, ensuring progress on key efforts, managing expectations on change policy status with all relevant parties and assist in transitioning change mgt process to service areas, outsourced teams and vendors.
  • Gauge effectiveness of the change process and assist in continuous change improvement work.
  • Work with the Line Managers of all functions within Verifone VCS to ensure the necessary change, problem, and incident standards are defined and implemented. Ensure the ITIL standards / processes are globally consistent & reflect local requirements.
  • Regularly meet with Regional Managers to gauge satisfaction levels, discuss changes and propose changes/enhancements to the service. This forum should be part of the feedback loop that allows service levels to be improved over a period of time.
  • Responsible for defining and applying metrics/KPI standards and processes in the change, space, assuring implementation of relevant measurement results in a repeatable manner.
  • Responsible for applying risk framework and standards for the Change Management Process and ensure a process for maintaining operational stability is maintained.
  • Accountable for promoting the importance of a structured Change Management process and conduct process training as needed.


Reporting Relationships:

Reports to: Manager, Major Incident Management.


Knowledge and Experience:

Incident Management

  • Proven experience in responding to and managing critical technology incidents including – incident and risk assessment, communications, co-ordinations across global / regional, cross-function groups, incident resolution and business prioritization
  • Ability to communicate status and impact in a direct and open manner and enforce standards, process and control
  • Ability to manage multiple issues simultaneously in high pressure
  • Experience in acting as a liaison in global efforts and multiple organizations
  • Anticipates potential obstacles and develops contingency plans to overcome them
  • Solid understanding and awareness of risk management, infrastructure stack and application stack
  • Deep knowledge of ITIL Incident Management

Change Management

  • Proven experience in leading change management efforts and coordinating and rolling out change policy
  • Experience in facilitating change management board sessions and managing risk, and change conflicts.
  • Experience in various technologies, with specific focus and background in infrastructure technologies such as Networking, Storage, Database, and Linux/Windows.
  • Experience with application software change management
  • Familiar with Application / Web-based / Cloud-based architecture and solutions
  • Experience in executing technology solutions for change management
  • Experience in working with business focused technologists and trading applications
  • Ability to communicate status and risks in a direct and open manner and enforce standards, process and control


Problem Management

  • Ability to work independently, analyze problems and make decisions with minimal management intervention
  • Ability to define, collect and analyze defined incident/problem data sets and produce clear presentations showing trends
  • Provide a level of governance, discipline and process standardization for data and root cause analysis
  • Build and maintain stakeholder engagement to help drive remediation efforts to address issues/problems/risks identified
  • Drive development teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)
  • Drive transformation opportunities within and across diff, where applicable and appropriate
  • Evaluate, recommend, steer towards building efficiencies & automation.

Other Skills

  • Knowledge in Payment Gateways or a Financial background is a plus
  • Manages expectations, building agreement for milestones, timelines and measures of success
  • Takes a broad organizational view when solving problems.
  • Understands how decisions are made, and influences decisions by effectively communicating the meaning, impact, and parameters of technology opportunities and risks.
  • Ability to manage and interact in an organization, ability to develop and maintain good working relationships
  • Be a strong agent for change.
  • Be able to facilitate new processes and standards that could impact working environment / culture
  • Work effectively both independently and as part of a team, self-motivated and deadline driven
  • Strong customer service orientation
  • Individual must be goal oriented, and be able to work with others to achieve goals
  • Individual must be able to handle multiple interrupts and be able to multi-task effectively
  • Individual must be able to deal with a highly demanding client base and set client expectations appropriately

Preferred Qualifications

  • Bachelor’s degree in computer science or related field, or equivalent work experience
  • Minimum of 9 - 12 years professional experience in an IT environment
  • Minimum ITIL V3 Foundation certification.
  • Six Sigma experience preferred but not essential.
  • A good understanding of enterprise applications and IT Infrastructure & Operations is essential.
  • Experience with IT service management tool ServiceNow

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Join our worldwide team