Incident Management Manager at Global Payments

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, FinTechIndustries

Requirements

Seasoned, experienced professional with a full understanding of incident and problem management
Knowledge of payments technology, transaction processing, and financial files
Skills in evaluating incident scope, impact, and escalation procedures
Ability to collaborate with internal technical resources, external suppliers, vendors, banks, and business teams
Proficiency in communication tools (emails, Google Chat rooms, corporate incident notice systems)
Competence in root cause analysis, post-incident reviews, and trend analysis
Experience with regulator reportable incidents and compliance reporting
Understanding of corporate ticketing systems, Incident Tracking System, and incident registers
Ability to draft and manage incident notifications, customer communications, and impact statements
Skills in monitoring, testing support, change requests, and continual service improvement processes

Responsibilities

Evaluate the scope and impact of incidents for entry into corporate ticketing system and Incident Tracking System; update and close tickets upon resolution
Assess incident impact and escalate to WWNOC, Senior Management, and Compliance for regulator reportable incidents
Provide regular updates to leadership, business leaders, customer-facing teams, IT Comms, and WWNOC via emails or Google Chat rooms
Draft and issue incident notifications, updates, and resolved notices into the corporate incident notice system
Coordinate activities with internal support teams, external suppliers, vendors, banks, and business teams for incident resolution on NOC bridge
Collaborate with technical resources to determine root cause of incidents
Post-resolution, assess for repeated issues and client impact; escalate significant incidents for review meetings and support reviews with stakeholders
Assist Compliance team with regulator templates, updates, and root cause for reportable incidents
Draft customer notification communications during incidents and post-resolution impact statements for approval and distribution
Maintain incident registers for tracking and trend analysis
Monitor transaction processing and financial files for the region; escalate issues to WWNOC and appropriate teams
Communicate maintenance items, raise change requests, send and track PGP keys
Provide monitoring/testing support for changes
Work on projects of limited scope, meet deliverables, update SOPs
Attend vendor/supplier review meetings to discuss incidents
Execute continual service improvement by analyzing data and creating recommendations
Participate in annual DR/simulation activities and satisfy GP/Regulator audit requirements