Sr. Manager
Sr. Manager
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Job Description
Build strong collaborative relationships with the various support teams and the ability to guide direct coordinate and control priority incident bridges
Communicate well and work cordially in global teams with teammates from different cultures and time zones.
Develop and update incident management documentation and procedures.
Have good understanding of the various application service flows products services and support teams functions
Conduct detailed impact assessments and prioritize incidents accordingly.
Enhance technical skills through participation in ongoing training
Operations environments require shift work including weekends and holidays as requested or scheduled.
Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly
Act as the primary point of contact for major incidents coordinating with executives and external partners.
Track update and close all assigned requests in the incident management system
Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies
Arrange & perform post incident review follow up meetings with key stakeholders ensuring actions are captured and progressed. Strive to improve the process
Ensure accurate logging of incidents in ServiceNow producing incident summary reports/executive summaries other reports appropriate for use in post incident review or for formal internal/external customer review
Ensure all functions adhere to all policies and procedures to meet the requirements of the Audit Regulators and Compliance guidelines.
Oversee the entire incident management lifecycle from detection to resolution and post-incident review.
End-to-end ownership of the Major Incident with the aim of minimizing the time to restore the services.
Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures to facilitate and improve incident recognition logging assignment tracking status notification escalation documentation and management reporting in full compliance with standards on Incident and Problem Management functions
Creation of Daily System Status reports ensuring accuracy of data and language appropriate to the audience
Ensure incident data is accurately captured and documented in ServiceNow.
Modify and create new work instructions or playbooks to prepare for similar impacting events and allow for a quicker response.
Representation & Participation for the Major Incident team during operational meetings
Analyze incident trends and suggest improvements to incident management processes.
Liaise with the regulatory reporting team to make sure accurate information is rightly cascaded to the Regulatory reporting team
Lead and mentor the incident management team ensuring high performance and continuous improvement.
Motivate and inspire team members reporting to you and helping them on their career development role modelling Visas leadership principles.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications:
8 years of relevant work experience with a Bachelors Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 2 years of work experience with a PhD OR 11 years of relevant work experience.
Preferred Qualifications:
Bachelors degree in IT Computer Science or related field with 8 years of experience in IT support service management or a related role OR
Graduate degree (e.g. Masters) in IT Computer Science or related field with 6 years of experience in IT support service management or a related role OR
Post-graduate degree (e.g. Doctoral) in IT Computer Science or related field with 3 years of experience in IT support service management or a related role.
Advanced knowledge of server administration (e.g. basic commands file system navigation on Windows and Linux) Network troubleshooting Database concepts and cloud computing.
A keen interest in learning new skills and technology through online resources
Must be a self-starter and pick up new skills and knowledge.
Solid understanding of IT Service Management methodology practices and a proven history of deploying those practices to ensure successful execution against technology initiatives.
Stay current with industry trends and best practices in incident management.
Knowledge of card payment services processing is highly preferred.
Ability to prioritize and multitask. Flexibility and adaptability in work approach
Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
Must exercise a reasonable amount of independent judgment under minimum supervision.
Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
Excellent communication and customer service skills and dedication to enhancing customer service experience.
Track record of managing the delivery of complex multi-faceted technology initiatives to comply with regulatory requirements and significantly reduce risk.
Experience in delivering proven efficiency gains through automation and orchestration.
Experience with high availability high volume critical service is essential.
Project Coordination and planning experience.
Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels both internally and externally.
Ability to establish and sustain effective professional relationships with product and business managers work closely with business partners to understand business drivers and market requirements.
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 :
Full-time
Employment Type
Full-time
