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MasterCard Major Incident Manager in Harrogate, United Kingdom

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion ( for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Major Incident Manager

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect & power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, & accessible. Using secure data & networks, partnerships & passion, our innovations & solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside & outside of our company. With connections across more than 210 countries & territories, we are building a sustainable world that unlocks priceless possibilities for all.


Major Incident Managers are responsible for driving & leading the restoration of Service issues & delivering the communication of incidents across our Business and Customer teams. The role includes owning the end-to-end Incident Management process & acts as the primary contact for all queries & escalations relating to High Priority & Major Incidents. The primary responsibility of the team is to apply best practice processes & techniques to ensure disruptions to service stability and outage times are kept to a minimum, & that a robust Post Incident Review process is applied consistently & effectively to reduce repeat incidents, drive reductions in recovery times & overall reductions in Incident volumes across Vocalink Services.

The role involves providing written communications to the Business including Executives and Schemes during the Major Incident lifecycle, until resolution. Chairing conference calls, both Technical and Managerial & facilitating effective Major Incident management through-out the incident, in-line with agreed service definitions. Leading all Post Incident Reviews, writing all Major Incident reports & ensuring actions are defined & progressed through to closure.

A key responsibility of the role is to define, document and maintain technical recovery plans and playbooks which are key artefacts within the Vocalink Technical Recovery Governance Framework. These recovery plans are critical when managing any Disaster Recovery driven scenarios.

The team are responsible for Business Continuity across the Service Management function ensuring adherence to the process & policy by leading on the planning, co-ordination & exercising of the departmental Business Continuity Plans.

A Major Incident Manager is a key contributor within the Operational organisation, demonstrating broad business knowledge, technical proficiency & leadership across Vocalink’s Business Services including, but not limited to UK Core and Ancillary Services, Security, Engineering and Corporate IT.


Incident Recovery

•Responsible for the execution of the Major Incident process & associated tasks across UK Core and Ancillary Services.

•Maintaining the operational integrity & service continuity by the management of High Priority P2 & P1/P2 Major Incidents through established channels

•Provide clear & timely communications to the Business through the Major Incident process, during the Major Incident lifecycle, until resolution & completion of Post Incident Review activities.

•Act a point of escalation for incidents from the business in line with the Major Incident escalation process.

•Be able to work on call 24x7 including weekends and bank holidays in rotation with other team members.

•Ensure ongoing Compliance with Contractual & Audit requirements without exception.

•Escalate Service risks through the appropriate channels when identified to ensure that exposure to the risk materialisation is mitigated or accepted as required by the Business.

•Ensure that incident recovery is executed in accordance with all supporting Service Management frameworks and in accordance with risk appetite.

•Ensure timely escalation of qualifying incidents where Crisis Management engagement may be required.

Service Resilience -Technical Recovery Governance

•Responsible for the creation & maintenance of IT Disaster Recovery Plans. Ensuring that each critical system or service have a Level 2 IT DR plan in place.

•Responsible for the creation & maintenance of Level 2 Technical Recovery Plans for Vocalink Services. These plans are used to understand the resilience’s that are built into each service & helps with the decision making for a DR driven scenario.

Business Continuity

•Responsible for creating & maintaining Service Operations Business Continuity Plans in collaboration with the relevant Business stakeholders

•Responsible for the coordination and completion of all mandatory annual Business Continuity exercises by the due date, and any repeat exercises as required.

•Responsible for the completion of the mandatory annual review & quarterly attestations for the Plan. Action any changes required.

•Champion Business Continuity preparedness within Service Operations & act as its primary point of contact for the Vocalink Enterprise Resilience team.

All About You - Knowledge, Skills and Experience


•Incident Management –must be able to demonstrate successful contributions around ITIL Service Delivery ideally in relation to the Incident Management process.

•Data Analytics - Provision & analysis of Management Information

•Tools -Proven experience in the use of an ITIL Compliant Service Management Tool, with the ability to develop & support ad hoc reporting requirements. Experience in the use of supporting tools such as Visio, and MS Office.

•Technical Knowledge –should have a reasonable understanding of a Technical Infrastructure such as Networks, Servers, Desktops, Storage & Applications.

•Business focus –commercially aware and astute when acting both as service champion & supplier, balanced with a realistic passion for service quality

•Motivation -highly motivated self-starter with well-developed analysis skills. Creative & constructive open-minded thinker.

•Self-confidence –easily establishes relationships with others. Excellent listening & interpersonal skills. Adopts a consultative style, openly shares information with others.

•Communicating –highly effective communicator.

•Leadership -Ability to organise, lead & facilitate key stakeholder meetings &workshops as required

•Experience of decision making in a highly pressurised environment

• University degree or above / equivalent from a knowledge & experience perspective


•ITIL Practitioner Level Qualifications.

•Technical Knowledge –a proven understanding of Vocalink Technical Infrastructure such as Networks, Servers, Storage and Applications.

•Have significant experience of negotiating and influencing effectively at all levels, presenting well & portraying a professional image both internally and externally.

•Adaptable to an environment of change

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, & networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:

•Abide by Mastercard’s security policies and practices;

•Ensure the confidentiality & integrity of the information being accessed;

•Report any suspected information security violation or breach, and

•Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Requisition ID: R-132922