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 prioritised/categorised correctly and assigned to the appropriate group(s) for resolution
Manage all (P1-P4) incidents throughout their Lifecyle and ensure they are progressed/recovered in line with any applicable SLA/OLA
Create internal/external Incident Reports for all P1 Major Incidents and some P2 Major incidents where necessary
Issue internal / external Incident communications
Ensure Incidents are escalated into the Crisis Management function/team in line 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 prioritised 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)

Incident Manager