Operations Analyst (Incident Manager)

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Pasay City, Metro Manila, National Capital Region
Fintech • Information Technology • Payments
Join a world leader in payments and technology!
The Role

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What we expect of you, day to day.

  • 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 ensue 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• Must have at least 3 years of experience in an Incident Management role within a Bank, Financial Institution, fintech or related industry
• Must have some knowledge of the cross-border payments industry and the related infrastructure/services/providers
• Must have demonstrable experience of data analysis and trend identification
• Must be an analytical and methodical problem solver
• Must have a collaborative mindset and be able to work closely with others to deliver results
• Must have strong leadership qualities and the ability to influence upwards as required
• Must be able to make decisions based upon available information
• Must have experience using ticket / case management systems
• Ability to build and maintain productive relationships (internal, external)
• Strong multi-tasking skills & attention to detail
• Strong verbal and written communication
• Ideally have a good understanding of FX (Foreign Exchange) concepts and processes
• Degree educated – desirable, but not essential
• ITIL accreditation (at least V3 ) – desirable, but not essential

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

The Company
HQ: San Francisco, CA
26,500 Employees
On-site Workplace
Year Founded: 1958

What We Do

At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. As our products and technology have evolved with the world, Visa remains ubiquitous, reaching new customers in new and often invisible ways. We are at the center of this digital revolution with a network that connects people with over 80 million businesses all over the world. And Visa’s network is expanding, accelerating our growth. Our resilient business model, with its strong track record of success, will provide you with amazing opportunities to grow in your career, as well.

We are looking for people like YOU. Come join a people-centric company where you can invest in your career.

For more information, visit visa.com/about, visacorporate.tumblr.com and @VisaNews on Twitter.

Why Work With Us

Our employees are our company. Creating an inclusive and diverse workplace has been our key priority. With our purpose to “uplift everyone, everywhere” as our guide, we’re building an environment where diverse backgrounds and perspectives are celebrated and drive success inside our company and out in our communities.

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