Senior Analyst, Incident & Problem Management
Utilizing ITIL framework for industry best practice, the Enterprise Incident Management (EIM) team is responsible for delivering high quality operational services to multiple internal groups and external customers including Financial Institutions, processors, consumers and merchants.
As a Senior Analyst of a critical service delivery arm, establishing a strong track record of value added,
professional, customer-centric performance will be critical to building stakeholder confidence and trust in the
organization’s service delivery processes.
The Senior Analyst, Incident & Problem Management will work in concert with the Manager, Incident Response to manage critical incidents and problems with a meticulous approach to drive towards the quickest path for resolution.
You will establish strong command and control of incidents / problems, establishing clear accountability and methodical evaluation of complex scenarios.
You will drive cross functional teams towards root cause analysis of major incidents and problems and will conduct proactive trend and risk analysis to identify and execute mitigation and preventative measures.
You will work with a team of Incident / Problem and Change analysts, providing hands on management of complex issues, problems, changes and requests and will lead continues service improvement initiates for all Operational procedures, processes and tools.
You’re great at
Managing all incidents and problems, with an emphasis on minimizing production, financial and reputational impact for the organization.
Driving root cause analysis, short-term and long-term remediation and incident prevention.
Understanding service impact in a complex environment, with the ability to quickly assess what IT functions may be required for the timely resolution of a major incident.
Managing stakeholder communications, providing seamless escalation and communications to internal and external stakeholders.
Identifying incident and problem trends, thoroughly documenting resolutions and / or workarounds.
Creating and publishing weekly / monthly incident and problem metrics / KPIs.
Proactively identifying operational issues and process bottlenecks. Recommending, planning and driving the improvement plan.
Maintain and review effectiveness and efficiency of the Incident and Problem management process.
Leading and advocating Continuous Service Improvement Initiatives (CSI) for all Operational processes and tools.
Facilitate input / communications from / to stakeholder groups and mitigate risk to production environments.
Coordinating major changes impacting production services, with internal / external teams.
Providing operational and BAU support for all services and products as / when required,
Providing 24 / 7 rotating on-call support for Incident, Problem and Change Management.
Who are you?
You have 5 6 years of experience in progressively more responsible operations and technology positions, including a similar role utilizing IT service management, operations service support and service delivery
You have 2 3 years of experience in leading resolution of critical incidents and problems.
You have a strong understanding of, and experience with, IT service management best practices including Incident Management, Problem Management, Change Management and Request Fulfillment.
You have strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions.
You have strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors.
You are a Team player : Able and willing to help as needed and add value to evolving situations.
You exhibit meticulous attention to detail and excellent time management and organizational skills.
You have a strong operational understanding of payment systems technology and an ability to express technology matters in business terms.
You are able to work independently as well as being part of a team.
You have good interpersonal skills
You have strong customer-focused operations management skills.
You have ITIL V3 certification or higher
You have experience working with IT service Management tools such as ServiceNow, BMC Remedy etc.
You are familiar with outsourcing best practices.
How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with :
You’re surrounded by talented people every day who are driven by their passion of a common goal.
Core Values :
They define us. Living them helps us be the best at what we do.
Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
To ensure you are the best at what you do we invest in you.