Incident Manager
Incident Manager
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Job Description
Essential Functions:
Coordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resources
Personal adherence and adoption evangelism of the Incident Management Process
Assist with process development/refinement initiatives socialize and train colleagues (on the process) and fulfil any related internal audit obligations
Be the cocustodian of all incident related data. Ensure data is accurately recorded to aid in the recovery efforts and for the purposes of historical analysis/MI
Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios
Respond to reported incidents from various channels (voice email ITSM/alerting toolsets)
Ensuring the impact of a given incident is fully understood as swiftly as possible and that cases are prioritized/categorized correctly and assigned to the appropriate group(s) for resolution
Manage all (P1P4 incidents throughout their Lifecyle and ensure they are progressed/recovered in line with any applicable SLA/OLA
Create internal / external Incident Reports for all P1 Major Incidents
Issue internal / external Incident communications
Ensure Incidents are escalated into the Crisis Management function/team inline with the documented process
Work with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incident
Assist with creating and distributing an Incident Management Performance Dashboard/Report (volume cause method of identification recovery time impact etc.
Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services
Work closely with the Problem Management function to ensure our Problem resolution efforts are prioritized appropriately
Deliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service Management
Perform all tasks and activities in accordance with Visa Payments Limiteds policies procedures and contractual commitments
To join the 24/7 on call Major incident team on a rota basis (on completion of probation and relevant training).
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications :
Basic Qualifications
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD
Preferred Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
Must have at least 3 years of experience in an Incident Management role within a Bank Financial Institution Fintech or related industry
Must have some knowledge of the crossborder payments industry and the related infrastructure/services/providers
Must have demonstrable experience of data analysis and trend identification
Must be an analytical and methodical problem solver
Must have a collaborative mindset and be able to work closely with others to deliver results
Must have strong leadership qualities and the ability to influence upwards as required
Must be able to make decisions based upon available information
Must have experience using ticket / case management systems
Ability to build and maintain productive relationships (internal external)
Strong multitasking skills & attention to detail
Strong verbal and written communication
Ideally have a good understanding of FX (Foreign Exchange) concepts and processes
Degree educated desirable but not essential
ITIL accreditation (at least V3 desirable but not essential
Additional Information :
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 510 of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 94700 to 123300 per year which may include potential sales incentive payments (if applicable). Salary may vary depending on jobrelated factors which may include knowledge skills experience and location. In addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
