Incident Manager London
Job description
Company Description Fascinated by the future and captivated by technology? Smart, driven and want to make a difference in the world? You will fit right in. By joining one of our teams at Visa Payments Limited, a division of Visa Inc since 2019, you’ll have an opportunity to shape the payments experience globally. Being part of Visa, the world’s leader in digital payments technology, our mission is to connect the world through the most creative, reliable and secure payment network, enabling individuals, businesses, and economies to thrive. Visa Payments Limited is a financial technology business that provides cross-border payment processing services to banks and payments businesses across six continents through its global network. Individuality fuels our brand and our global team – we are proud that we are a talented team of 18,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life both within and outside of the office, and whether it is taking advantage of agile work schedules or our wellness programmes, Visa Payments Limited and Visa Inc. respects and encourages meaningful work/life balance for everyone. If you think you could support the Visa family by joining Visa Payments Limited as a Incident Manager, we want to hear from you. You're an individual. We're the team for you. Together, let's transform the way the world pays. Job Description 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 co-custodian 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 (P1-P4) 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 Limited’s 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs. Qualifications Must have at least 3 years of experience in an Incident Management role within a Bank, Financial Institution, fintech or related industryMust have some knowledge of the cross-border payments industry and the related infrastructure/services/providersMust have demonstrable experience of data analysis and trend identificationMust be an analytical and methodical problem solverMust have a collaborative mindset and be able to work closely with others to deliver resultsMust have strong leadership qualities and the ability to influence upwards as requiredMust be able to make decisions based upon available informationMust have experience using ticket / case management systemsAbility to build and maintain productive relationships (internal, external)Strong multi-tasking skills & attention to detailStrong verbal and written communicationIdeally have a good understanding of FX (Foreign Exchange) concepts and processesDegree educated – desirable, but not essentialITIL accreditation (V3 and above) – 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.
