Payment Incident Resolution Specialist

2 weeks ago


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

Role Overview

At Global Payments UK Ltd, we are seeking a skilled Payment Incident Resolution Specialist to join our team. As an Incident Analyst, you will play a crucial role in ensuring the smooth operation of our payment solutions.

Key Responsibilities:

  1. Evaluate the scope and impact of incidents to create incident tickets and assist the Global Network Operations Centre (GNOC) in sending internal notifications.
  2. Provide regular updates to leadership, business leaders, and customer-facing teams using emails and/or defined Google Chat rooms.
  3. Maintain incident registers for tracking and analysis of trends.
  4. Monitor transaction processing and funding file submissions.
  5. Investigate and resolve queries/issues received into the team email account.
  6. Coordinate activities with internal support teams, external suppliers, vendors, banks, and internal business teams to resolve incidents.
  7. Collaborate with technical resources to determine the root cause of incidents.
  8. Communicate maintenance and track items to suppliers and internal users, raise change requests for maintenance/remediation activities, and provide monitoring/testing support.
  9. Draft and issue incident notifications for the region into the corporate incident notice system.
  10. Assist the Compliance team in completing regulator templates, updates, and root cause analysis for reportable incidents.

Requirements:

  • A seasoned professional with a full understanding of the area of specialization.
  • Experience in Incident Management or a similar role.
  • Proficiency in English, verbal and written, with the ability to build relationships and influence stakeholders.
  • Ability to work under pressure and manage multiple priorities.
  • Experience in providing customer service.
  • Ability to problem-solve and influence effectively.

What We Offer:

As a Payment Incident Resolution Specialist, you will have the opportunity to work with a dynamic team, develop your skills, and contribute to the success of Global Payments UK Ltd.



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