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.

• 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 prioritised/categorised correctly and assigned to the appropriate group(s) for resolution
• Manage all (P1-P4) incidents throughout their Lifecyle and ensure they are progressed/recovered in line with any applicable SLA/OLA
• Create internal/external Incident Reports for all P1 Major Incidents and some P2 Major incidents where necessary
• Issue internal / external Incident communications
• Ensure Incidents are escalated into the Crisis Management function/team in line 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 prioritised 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)

Basic 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 PhD

Preferred 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 industry
• Must have some knowledge of the cross-border 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 multi-tasking skills & attention to detail
• Exceptionally strong and above average verbal and written communication
• High energy, enthusiasm and capacity for very demanding work
• Ideally have a good understanding of FX (Foreign Exchange) concepts and processes
• Degree educated – essential
• ITIL accreditation (equal to or greater than V3) – desirable, but not essential

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.