Payment Incident Resolution Specialist
2 weeks ago
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:
- Evaluate the scope and impact of incidents to create incident tickets and assist the Global Network Operations Centre (GNOC) in sending internal notifications.
- Provide regular updates to leadership, business leaders, and customer-facing teams using emails and/or defined Google Chat rooms.
- Maintain incident registers for tracking and analysis of 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, vendors, banks, and internal business teams to resolve incidents.
- Collaborate with technical resources to determine the root cause of incidents.
- Communicate maintenance and track items to suppliers and internal users, raise change requests for maintenance/remediation activities, and provide monitoring/testing support.
- Draft and issue incident notifications for the region into the corporate incident notice system.
- 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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