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Senior Incident Manager – Payments, 24/7 On-Call Leader

Visa

Toronto, Canada

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Job Description

  • 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 Limiteds 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)

    • Qualifications :

    Basic Qualifications :

    • 5 or more years of relevant work experience with a Bachelors 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

      • 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.

      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.

      Remote Work : No

      Employment Type : Full-time

      Key Skills

      Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management

      Experience : years

      Vacancy : 1


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