Incident Manager - job 18 of 20

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Essential Functions:

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 prioritized/categorized 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
Issue internal / external Incident communications
Ensure Incidents are escalated into the Crisis Management function/team inline 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 prioritized 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).

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Average salary estimate

$90000 / YEARLY (est.)

min

max

$80000K

$100000K

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What You Should Know About Incident Manager, Visa

We are seeking an enthusiastic Incident Manager to join our dynamic team at Visa Payments Limited in beautiful Miami. In this pivotal role, you will be at the forefront of coordinating the recovery of incidents, working closely with a team of subject matter experts and technical resources. Your mission? To ensure that every incident is addressed swiftly and efficiently, with a keen focus on adhering to our Incident Management Process. Your talent for socializing and training colleagues on this process will help foster a culture of compliance and excellence. As the co-custodian of incident-related data, you'll ensure meticulous record-keeping that not only aids recovery efforts but also provides vital insights for historical analyses. Crafting and maintaining incident playbooks for anticipated scenarios will be part of your toolkit, as well as responding promptly to reported incidents from various channels. You’ll be managing all incidents, categorized by their priority, and producing thorough reports for major incidents to keep stakeholders informed. Collaboration is key, particularly with our VOCC & POCC teams, as we aim to enhance monitoring capabilities and continuously improve service delivery. Joining our 24/7 on-call Major Incident Team means you will have a practical role in shaping our Incident Management performance, contributing to a culture of Continuous Service Improvement. If you thrive in a hybrid work environment and enjoy working in a fast-paced, supportive atmosphere, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Incident Manager Role at Visa

What are the key responsibilities of the Incident Manager at Visa Payments Limited?

The Incident Manager at Visa Payments Limited is responsible for coordinating incident recovery efforts, managing incidents from P1 to P4 throughout their lifecycle, and ensuring their timely resolution according to service level agreements. This role also includes crafting incident reports, collaborating with teams to enhance monitoring processes, and maintaining incident data for historical analysis.