Incident Manager, Operations Tech Support

What we expect of you day to day.

• 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 ensue 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 qualitfications

• 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 :

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 welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Remote Work :

No

Employment Type :

Fulltime