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Incident Resolution Specialist
1 month ago
At Global Payments UK Ltd, we are driven by our passion for success and our commitment to delivering best-in-class payment technology and software solutions. We are seeking an experienced Incident Analyst to join our dynamic team and contribute to our mission of making it possible for millions of people to move money between buyers and sellers using our payments solutions.
Key Responsibilities:- 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.
- Provide regular updates to leadership, business leaders, and customer-facing teams using emails and/or defined Google Chat rooms.
- Maintain the Incident registers for incident tracking and analysis trends.
- Monitor transaction processing and funding file submissions.
- Investigate and resolve queries/issues received into the team email account.
- Coordinate activities with internal support teams, external suppliers, external vendors, banks, and internal business teams to resolve incidents.
- Collaborate with technical resources to determine the root cause of an incident.
- Communicate maintenance and track until completion items to suppliers and internal users, raise appropriate change requests for maintenance/remediation activities, and provide monitoring/testing support for maintenance changes when required.
- 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 reportable incidents, updates, and root cause.
- A seasoned, experienced professional with a full understanding of the area of specialization.
- Resolves a wide range of issues in creative ways.
- Experience in Incident Management or a similar role.
- Proficiency in English language, verbal and written, with the 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.
- A dynamic and supportive work environment.
- Opportunities for career growth and development.
- A competitive salary and benefits package.
- The chance to work with a global leader in the payments industry.
