Incident Commander - Major Incident Management

In this role the Problem Management and Incident Commander has the pleasure of initiating and leading internal customer engagement. The ideal candidate will work to ensure detailed continuous support for our users and service delivery.

Essential Functions:

• Own and complete key incident and problem management processes.
• Coordinate and facilitate problem diagnosis and drive major incidents & issues to resolution.
• Supervise progress with various teams coordinate with internal teams and key customers.
• Drive and facilitate Root Cause Analysis and Permanent Corrective Action calls with Problem/Incident owners.
• Emphasize proactive actions and provide superb communication to relevant teams and partners.
• Focus on implementing preventive rather than reactive methods. Identify possible problems before they occur.
• Assist in identifying repeat incidents. Lead and participate in audit/ review of major incidents and problems.
• Use various methods to analyze major incident data and metrics. Identify patterns and trends based on historical events and incidents.
• Conduct periodic process maturity assessment. Identify and implement improvements.
• Drive and support process automation efforts. Emphasize automation first thinking.
• Set up and maintain Knowledge base database/repository for major incidents/problems. 

This position collaborates with leadership up to and including the Vice Presidents to understand requirements expectations and to communicate plans status etc. The environment is fast paced requiring quick and effective action to be successful. includes partnership across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and and who works as a selfstarter individual contributor and team member. The ideal candidate will have a proven track record of working with business initiatives be selfmotivated and highly organized and nurture positive internal and external relationships.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications:
2 years of relevant work experience and a Bachelors degree OR 5 years of relevant work experience

Preferred Qualifications:
3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree i.e. Masters MBA JD MD
ITIL certification
Experience handling strategic conversations with management and team members to establish and partner with all levels of management employees and outside companies.
Strong organization skills written and verbal communication skills and presentation skills.
Highly proficient in Microsoft Office suite Word Outlook Excel PowerPoint and Project.
Experience leading Incident Management Bridge calls

Additional Information :

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.

Remote Work :

No

Employment Type :

Fulltime