Visa
11 months ago
Incident Manager
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Company information
- Company
- Visa
- Location
- Canada, Ontario, Toronto Canada
- Posted
- 11 months ago
Job description
Job Description
- 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 fulfill 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 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 our monitoring capabilities and our triage processes with the aim of eliminating or mitigating 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 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)
Required skills
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