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Jobs in Philippines   »   Jobs in Pasay City   »   Incident Manager
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Incident Manager

Visa

Visa company logo

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.

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