Senior Manager, Incident Reponse
Vultr$150,000 - $225,000/year
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, FinTech, TechnologyIndustries
Requirements
- 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
- At least 5 years of most recent experience in an Incident Management role within the Payments Sector, Bank, Financial Institution, Fintech or related industry
- Some knowledge of the cross-border payments industry and the related infrastructure/services/providers
- Demonstrable experience of data analysis and trend identification
- Analytical and methodical problem solver
- Collaborative mindset and able to work closely with others to deliver results
- Strong leadership qualities and the ability to influence upwards as required
- Able to make decisions based upon available information
- Experience using ticket / case management systems
- Ability to build and maintain relationships (inferred from truncated description)
Responsibilities
- 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 recovery efforts and for 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)
- Ensure 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 lifecycle 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 monitoring capabilities and triage processes to eliminate or mitigate the impact of future incidents
- 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 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
- Join the 24/7 on-call Major incident team on a rota basis (on completion of probation and relevant training)
Skills
Incident Management
ITSM
SLA Management
Crisis Management
Incident Reporting
Playbook Development
Process Improvement
Stakeholder Collaboration
Escalation Management
Data Custodianship
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
Related Jobs
RemoteRemoteManager, IT Systems Support
Sandbox VRSalary not specified
- Full Time
- Junior (1 to 2 years)
RemoteStrategy & Operations Manager, Business Systems & IT
Dandy$130,100 - $153,000/year
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteEscalation Engineer
IllumioSalary not specified