Incident Manager

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.Job DescriptionCoordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resourcesPersonal adherence and adoption evangelism of the Incident Management ProcessAssist with process development/refinement initiatives, socialize and train colleagues (on the process) and fulfil any related internal audit obligationsBe 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/MIAssist in developing and maintaining incident playbooks for common or anticipated incident scenariosRespond 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 prioritised/categorised correctly and assigned to the appropriate group(s) for resolutionManage all (P1-P4) incidents throughout their Lifecyle and ensure they are progressed/recovered in line with any applicable SLA/OLACreate internal/external Incident Reports for all P1 Major Incidents and some P2 Major incidents where necessaryIssue internal / external Incident communicationsEnsure Incidents are escalated into the Crisis Management function/team in line with the documented processWork with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incidentAssist 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 servicesWork closely with the Problem Management function to ensure our Problem resolution efforts are prioritised appropriatelyDeliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service ManagementPerform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitmentsTo join the 24/7 on-call Major incident team on a rota basis (on completion of probation and relevant training)QualificationsBasic Qualifications:5 or more years of relevant work experience with a Bachelor's 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 PhDPreferred Qualifications:Must have at least 5 years of most recent experience in an Incident Management role within the Payments Sector, 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 detailExceptionally strong and above average verbal and written communicationHigh energy, enthusiasm and capacity for very demanding workIdeally have a good understanding of FX (Foreign Exchange) concepts and processesDegree educated – essentialITIL accreditation (equal to or greater than V3) – desirable, but not essentialAdditional InformationVisa 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.