Process Optimization Consultant (Incident ManagementBusiness Continuity)

We are seeking a motivated and detail-oriented Consultant to join our Client Services Incident Response team in Pasay. As part of a 24x7 global support model you will work closely with a Senior Consultant and report into the Director of Incident Response. This role is ideal for someone looking to grow their career in incident management with opportunities for coaching development and exposure to global operations. You will play a key role in supporting incident response activities client communications and continuous improvement initiatives.

Job Scope:

• Provide business incident response support as part of a 24x7 shift team ensuring timely and accurate communications to internal stakeholders and clients.
• Team members will be assigned to one of three rotating shifts Early: 07:30-16:30 Mid: 15:30-00:30 or Late: 23:30-08:30.
• The standard oncall rotation requires each team member to be oncall every third weekend. From time to time operational needs such as unplanned absences or emergencies may require team members to cover additional weekends. These situations will be managed equitably and with appropriate advance notice when feasible. On-call duty requires prompt response to incidents if contacted but does not require active work unless called upon.
• Assist in communicating technical issues in a clear client-friendly manner.
• Support the Senior Consultant in representing the clients perspective during service disruptions.
• Contribute to post-incident reviews and client remediation efforts helping to identify improvement opportunities.
• Assist in drafting client-facing incident reports including root cause summaries and preventative actions.
• Collaborate with cross-functional teams to ensure services have effective business response plans.
• Support the evolution of incident response processes playbooks and tools through feedback and participation in improvement initiatives.
• Engage in training and development activities to build expertise in incident management and client services.

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

Qualifications :

• Minimum of 24 years experience in business incident response or client services preferably within the payments or financial services industry.
• Strong communication skills with the ability to convey technical information to non-technical audiences.
• Ability to remain calm and focused under pressure contributing to effective incident resolution.
• Eagerness to learn and grow within a global incident management framework.
• Collaborative mindset with strong interpersonal skills and a client-first approach.

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