Major Incident Management Analyst

Visa; Województwo mazowieckie; On-site; PLN 110,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Pension

Life Insurance

Annual Leave

Wellness Program

Job summary

Visa is a world leader in payments technology, facilitating transactions across more than 200 countries. This on-site role in Poland involves developing and editing communications, coordinating with global teams, and managing major incidents to minimize disruption.

The position requires ITIL familiarity, IT/CS qualifications, and strong customer service skills. Qualified candidates will join a comprehensive benefits program and have opportunities for growth in a dynamic, global environment with

Qualifications

• Bachelor's degree or 3+ years relevant work experience.
• Strong IT support and incident management knowledge.
• Familiarity with ITIL framework and best practices.
• Basic server administration, networking, databases, and cloud computing.

Responsibilities

• Develop, edit, and distribute internal and external communications as per the documented process.
• Collaborate with global teams across cultures and time zones.
• Adhere to standard procedures and suggest improvements.
• Build knowledge base and understand service flows, products, and support teams.
• Manage high-impact, high-severity incidents with a focus on minimizing business disruptions.
• Participate in ongoing training to enhance technical skills.
• Shift work including weekends and holidays as requested or scheduled.
• Coordinate with Global Support groups and clients/vendors to provide flexible solutions.
• Coordinate and facilitate resolution of major incidents with relevant teams.
• Track, update and close all assigned requests in the incident management system.
• Create incident reports and ensure ITIL compliance.

Skills

Incident management

IT support

Service management

Card payment processing

Education

Bachelor's degree

Associate’s degree in IT

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Pay Transparency

The estimated salary range for a new hire into this position is zł109,550 - zł179,975 which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program.

Job Description

Key Responsibilities:

• Develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process.
• Communicate well and work cordially in global teams with teammates from different cultures and time zones.
• Adhere to standard procedures and suggest improvements if needed.
• Build the knowledge base and understand the various application service flows, products, services and support teams functions.
• Manage high-impact, high-severity incidents with a focus on minimizing business disruptions.
• Enhance technical skills through participation in ongoing training
• Operations environments require shift work, including weekends and holidays as requested or scheduled.
• Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly.
• Coordinate and facilitate the resolution of major incidents with relevant teams.
• Track update and close all assigned requests in the incident management system.
• Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Qualifications

Basic Qualifications:

• Bachelor's degree, OR 3+ years of relevant work experience

Preferred Qualifications

• Bachelor's degree, OR 3+ years of relevant work experience
• Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelors degree in IT, Computer Science or related field.
• Basic understanding of server administration (e.g., basic commands, file system navigation on Windows and Linux), Network troubleshooting, Database concepts, and cloud computing.
• A keen interest in learning new skills and technology through online resources
• Must be a self-starter and pick up new skills and knowledge.
• Familiarity with ITIL framework and best practices
• Stay current with industry trends and best practices in incident management.
• Knowledge of card payment services processing is highly preferred.
• Ability to prioritize and multitask. Flexibility and adaptability in work approach
• Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
• Must exercise a reasonable amount of independent judgment under minimum supervision.
• Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
• Excellent communication and customer service skills and dedication to enhancing customer service experience.

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.

Visa welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.