Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
PURPOSE
The purpose of the Incident Management Manager is to support the Manager as required, to collaborate with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Providing incident communication to internal and external stakeholders and Senior Management. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis, trends, and requests/supports incidents review meetings.
DUTIES AND RESPONSIBILITIES
Primary
Evaluates the scope and impact of an incident for entry into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Updates and closes the ticket when service has been restored.
Assess the incident impact and escalate to WWNOC, Senior Management and Compliance for regulator reportable incidents as appropriate,
Provide regular updates to leadership, Business leaders, customer facing teams, IT Comms and WWNOC using emails and/or defined google chat rooms
Draft and issue incident notifications for the region into the corporate incident notice system, updates, resolved notices.
Coordinates activities with internal support teams, external suppliers, external vendors, Banks, internal business teams resources in response to and for the resolution of client-impacting issues and resolution of related incidents on NOC bridge. Collaborates with Technical resources to determine the root cause of an incident.
Post incident resolution, assess the incident for repeated issues, internal/client service impact. Escalate incidents of significance and repeated issues for incident review meetings. Support incident reviews with business stakeholders and BTS leaders.
Regulator reportable incidents, assist Compliance team to complete the regulator template, updates and root cause.
Incident Impact to client service; draft appropriate customer notification communications during incidents. Upon resolution draft appropriate customer facing impact statements for internal review and legal approval and distribute to once approved.
Maintains the Incident registers for Incident tracking and analysis trends.
Monitor transaction processing for the region and escalation of issues to WWNOC and appropriate teams
Monitor financial files and escalate issues
Secondary
Communicate maintenance items to suppliers and internal users, raise appropriate change requests for maintenance/remediation activities. Send and track until completion PGP keys to file submitters.
Provide monitoring / testing support for changes when required
Works on projects of limited scope, ensuring deliverables and requirements are met and associated updates to SOPs.
Attend vendor/supplier review meetings, discuss incidents for the period.
Executes the continual service improvement process by analysing key data points internally and creating recommendation options to enhance existing process and service in line with enterprise policy.
Take part in annual DR / simulation activities / satisfy annual GP and Regulator audit requirements
COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)
Skills / Knowledge - A seasoned, experienced professional with a full understanding of the area of specialisation; resolves a wide range of issues in creative ways. This job is a fully qualified, career-oriented, journey-level position.
Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in their own area of expertise.
Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
Flexibility to work additional hours at times on a rotational basis outside of UK working day during UK evenings/early mornings, including weekends and UK bank holidays
QUALIFICATIONS
ITIL Foundations (current version) certification
Bachelor's Degree
Typically Minimum 4 Years Relevant Exp
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