Incident Manager, Operations Tech Support

Visa; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking an Incident Manager to enhance their operations tech support. This hybrid role involves coordinating incident recovery, managing incidents, and collaborating with teams to improve processes. With a focus on data analysis and problem-solving, you'll play a crucial role in ensuring compliance and effective communication during incidents. Join a purpose-driven company that values innovation and reliability in payments, and make a significant impact in the fintech landscape. If you have a passion for technology and a desire to lead, this opportunity is for you.

Qualifications

• 5+ years of experience in Incident Management or 2+ years with an advanced degree.
• Strong analytical and problem-solving skills with leadership qualities.

Responsibilities

• Coordinate incident recovery and manage incidents throughout their lifecycle.
• Develop incident playbooks and contribute to continuous service improvement.

Skills

Incident Management

Data Analysis

Problem-Solving

Collaboration Skills

Communication Skills

Leadership

Education

Bachelor's Degree

Advanced Degree

Tools

Ticket/Case Management Systems

Job description

Incident Manager, Operations Tech Support

Join us to apply for the Incident Manager, Operations Tech Support role at Visa.

Visa is a global leader in payments and technology, processing over 259 billion transactions annually across more than 200 countries. Our mission is to connect the world through innovative, secure, and reliable payments, enabling individuals, businesses, and economies to thrive. Join us to make an impact in a purpose-driven industry.

Job Description

What we expect of you, day to day:

1. Coordinate incident recovery by assembling teams and collaborating with SMEs and technical resources.
2. Adhere to and promote the Incident Management Process.
3. Assist in process development, training colleagues, and fulfilling audit obligations.
4. Maintain accurate incident data for recovery and analysis.
5. Develop and update incident playbooks for common scenarios.
6. Respond to incidents via various channels.
7. Prioritize and categorize incidents quickly to ensure proper resolution.
8. Manage all incidents throughout their lifecycle, ensuring SLA/OLA compliance.
9. Create incident reports for major incidents.
10. Communicate incident status internally and externally.
11. Escalate incidents to Crisis Management as needed.
12. Work with VOCC & POCC teams to improve monitoring and triage processes.
13. Contribute to incident performance dashboards and reports.
14. Participate in Continuous Service Improvement initiatives.
15. Collaborate with problem management to prioritize resolutions.
16. Perform other tasks as directed by senior management.
17. Follow Visa policies and procedures.
18. Participate in a 24/7 on-call Major Incident team post-probation.

This is a hybrid role; in-office days will be confirmed by your manager.

Qualifications

Basic Qualifications:

• 5+ years of relevant experience with a Bachelor's degree or 2+ years with an advanced degree, or recent PhD graduates.

Preferred Qualifications:

• At least 3 years in Incident Management within banking, fintech, or related fields.
• Knowledge of cross-border payments infrastructure.
• Experience in data analysis and trend identification.
• Strong analytical, problem-solving, and collaboration skills.
• Leadership qualities and decision-making ability.
• Experience with ticket/case management systems.
• Excellent communication skills.
• Knowledge of FX concepts is a plus.
• ITIL v3 certification is desirable.

Additional Information

Visa is an EEO employer. We welcome applicants with disabilities and provide accommodations upon request.

Job Details

• Senior Level
• Full-time
• Information Technology
• Industries: IT Services and Consulting