DescriptionJoin the Incident Management team and ensure that the clients, and our internal partners, receive the same experience regardless of the impacted product.
As an Payments Operations - Incident Management - Associate in Operations you will be empowered to contribute significantly to the success of our team and cross-line of business partners by helping to orchestrate incident resolution with minimal business impact. Subsequently, you will be working to ensure that all learnings from the incident feeds into a continuous improvement discipline.
Job responsibilities
- Manages the coordination of the Business response across Operations, Client Service, Product for Technical and Non-Technical Major Incidents
- Conducts impact analysis including Data analytics of impacting incident root cause, impact, and improvement
- Assists in the determination and execution of appropriate actions to recover business services as quickly as possible
- Creates and maintains Incident Management Playbooks that help execute resiliency strategies
- Updates, identifies, and engages with business leads
- Provides timely updates to inform internal business communication plans (senior updates, setting up business bridges, employee updates, etc.)
- Maintains evergreen process and procedures (e.g. regular revalidation of cross line of business communication map)
- Identifies opportunities for strategic improvement or mitigation of business interruption and other risks
- Understands internal / external dependencies & their risks/gaps
- Supports and creates Post Incident Reviews including Root Cause Analysis calls
Required qualifications, capabilities, and skills
- Excellent communication, presentation (both oral and written) & influencing skills
- Leverage subject matter expertise in driving conversations and/or influencing decisions/direction with Business / stakeholders
- Understanding of Incident Management practices, skills, and tools
- Consistent partnership record and ability to build effective business relationships
- Ability to work independently, troubleshoot, and with strong analytical skills
- Effective change management skills: Ability to support & adapt within a changing environment
Additional information
- Weekend shift work required 1 in 3 weekends, including coverage for Bank Holidays. Time in Lieu and shift allowances are given.