Business Incident Response, Senior Consultant

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Job Scope:

• Provides on-call Business Incident Response support, as part of a Follow-the-Sun rotation (Singapore/UK/US) including scheduled weekends. Ensuring both internal senior stakeholders and client communications are distributed in alignment with our commitments.
• Ability to communicate swiftly technical issues in a client friendly manner.
• Represents the voice of the client during service disruptions, ensuring the financial ecosystem impact is understood and prioritized appropriately.
• Supports the global Client Services leadership team in the event of a service disruption.
• Leads post-incident client remediation activities in partnership with client-facing teams.
• Provides key insights into post-incident reviews to identify improvement opportunities.
• Develops client-facing Incident Reports following major incidents, including root cause, improvement initiatives and preventative measures.
• Engages cross-functional partners to ensure new and existing services have an effective business response plan.
• Proactively seek out opportunities to evolve the Client Services Incident Response processes, playbooks and tools.

Qualifications

• Minimum of 5 years’ experience supporting business incident responses, preferably in a financial services industry.
• Experience in communicating with clients, preferably in a client facing role.
• Ability to command, control and communicate an incident across products, functions, and geographies. Demonstrating the ability to work well under pressure.
• Proven track record of solving complex problems and making successful decisions in a highly pressurized environment.
• Professional experience of communicating technical information to non-technical audiences.
• Strong interpersonal and leadership skills to influence and build credibility as a peer.
• Ability to challenge the status quo to identify continual improvement initiatives.
• Possesses excellent writing skills to document incidents, create detailed reports, and communicate effectively with stakeholders.
• Educated to Bachelor’s degree level or equivalent professional experience.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.