oin our dynamic Payments organization as an Incident Manager and play a pivotal role in safeguarding global payment operations. You will collaborate with cross-functional teams to resolve disruptions and ensure seamless service delivery. Be empowered to make a significant impact in a fast-paced, mission-critical environment.
As an Incident Manager in the Payments organization, you will be part of a global incident management team supporting 24/7, 365-day activity. You will lead efforts to mitigate business disruptions and restore services swiftly, working closely with Operations, Markets, Security Services, Commercial Bank, and Consumer and Community Banking. Your role is crucial in coordinating responses and driving successful outcomes during major incidents.
Job Responsibilities:
- Coordinate business response across Operations, Client Service, and Product for major incidents.
- Create and maintain an effective Incident Management team for follow-the-sun coverage.
- Accept responsibility for organizing staff coverage during weekdays, weekends, and holidays.
- Contribute to incident-level reporting and presentations for leadership initiatives.
- Develop and conduct impact analysis using data analytics for root cause and improvement.
- Manage execution of actions to recover business services rapidly.
- Document and support return-to-business-as-usual strategies.
- Liaise with key stakeholders to support Payment Operations initiatives.
- Identify opportunities for strategic improvement and risk mitigation.
- Support team mission by collaborating across lines of business.
- Escalate and analyze incidents to ensure prompt resolution.
Required Qualifications, Capabilities, and Skills:
- Demonstrate 3+ years’ experience in incident and team management.
- Communicate effectively with strong written and verbal skills for executive-level content.
- Review and analyze complex data to draw actionable conclusions.
- Build strong partnerships and collaborate to drive outcomes.
- Engage enthusiastically as a positive point of contact for incident support.
- Resolve conflicts by driving best outcomes regardless of personal viewpoints.
- Troubleshoot and escalate incidents with strong analytical skills.
Preferred Qualifications, Capabilities, and Skills:
- Apply knowledge of industry incident management frameworks such as ITIL.
- Deliver results efficiently while adapting to shifting priorities and ambiguity.
- Organize and prioritize multiple concurrent initiatives independently.
- Pursue continuous learning with deep passion and commitment.
- Prior experience or knowledge of "Payments processing" preferred and would be an added advantage
Bangalore day shift 4:30AM – 1:00PM, weekend coverage in rotation as duty Incident Manager. Depending on resource availability.
This role does not offer visa sponsorship.
This is full time 5 days in the office model currently.
