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Incident Resolution Specialist

2 months ago

Leicester, Leicester, United Kingdom Global Payments UK Ltd Full time
Job Summary

We are seeking a highly skilled Incident Resolution Specialist to join our team at Global Payments UK Ltd. As an Incident Resolution Specialist, you will play a critical role in ensuring the smooth operation of our payment systems and resolving any disruptions that may occur.

Key Responsibilities
  • Incident Management: Evaluate the scope and impact of an incident to create an incident ticket, and assist the Global Network Operations Center (GNOC) with impacts to send out an appropriate internal incident notification. Create and send external customer incident notices.
  • Communication: Provide regular updates to leadership, business leaders, and customer-facing teams using defined communication channels.
  • Incident Tracking: Maintain the Incident register for incident tracking and analysis trends.
  • Monitoring and Investigation: Monitor transaction processing and funding file submissions, and investigate and resolve queries/issues received into the team email account.
  • Collaboration: Coordinate activities with internal support teams, external suppliers, external vendors, banks, and internal business teams to resolve incidents.
  • Root Cause Analysis: Collaborate with technical resources to determine the root cause of an incident.
  • Communication and Reporting: Communicate maintenance/tracking items to suppliers and internal users, raise appropriate change requests for maintenance/remediation activities, and provide monitoring/testing support for maintenance changes when required.
  • Regulatory Reporting: Draft and issue incident notifications for the region into the corporate incident notice system, updates, and resolved notices. Assist the Compliance team to complete regulator templates, updates, and root cause analysis for regulator reportable incidents.
  • Skills and Knowledge: A seasoned, experienced professional with a full understanding of the area of specialization; resolves a wide range of issues in creative ways. This job is a fully qualified, career-oriented, journey-level position.
  • Job Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in their own area of expertise.
  • Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.
  • Flexibility: Flexibility to work additional hours at times on a rotational basis outside of UK working day during UK evenings/early mornings, including weekends and UK bank holidays.
  • Requirements: Experienced in Incident Management or similar role, proficiency in English language, verbal and written, with ability to build relationships and influence, including senior stakeholder management. Ability to work under pressure and manage multiple and competing priorities. Experience in the provision of customer service. Ability to problem solve and influence effectively.