Incident Manager

Kochi, India


You will be responsible for:

-Immediately assembling an incident response team of appropriately skilled, knowledgeable and empowered colleagues on identification of an incident.

-Leading that team through investigation of the incident, identification and confirmation of the root cause through to resolution (via interim remediation/mitigation as appropriate)

-Keeping the incident response team strictly focused

-Drawing in additional resources as needed ensuring that colleagues, customers and impacted partners are kept fully up to date at all times

-Overseeing and confirming successful completion of any post incident clean up activity (e.g. corrections/reversion of temporary workarounds)

-Ensuring that all incident reports are completed in a timely manner and shared with impacted clients and internal teams as appropriate.

-Follow-up with all Stakeholders to deliver fixes, solutions to incident root causes and strengthening actions to avoid any recurrence.
Build and continually develop strong relationships and the highest levels of credibility with key stakeholders

-Provide incisive analysis and reports on long term incident and service availability trends. Drive action plans to further minimize incidents.

What you’ll need

-Proven experience, preferably in a Problem Manager/Incident Leadership type role, ideally within a similar industry

-Proven leadership experience (either formal line management or ad hoc team leadership) in continually evolving/change intensive environments

-ITIL or similar certification

-Strong understanding of Mastercard and Visa processing, transaction processing systems, reconciliation

-Ability to remain calm and focused during time pressured situations

-Risk management – understand, appreciate and manage risk across multiple processes and markets

-Ability to thrive in a matrix leadership organization

-Excellent oral and written communication skills in English.
-Ability to perform well both within a geographically disparate team and autonomously

-Strong understanding of and adherence to Information Security requirements

-Experienced in MS Office

-A methodical approach with keen attention to detail

-Ability to multi-task and priorities with strong sense of urgency and efficiency in completing deliverables

-A passion for high quality and customer satisfaction.
24*7 shift
Experience with:

-3D Secure (Verified by Visa/Mastercard ID Check)
-ISO 8583
-AppDynamics or similar monitoring tools (ELK) – Using, Maintaining & Improving.
-Attained ITIL Certified foundation level V3/V4
-Experience or exposure to SOAP and JSON
-Experience or exposure to Postman
Understanding of cloud and hybrid deployed systems - Specifically AWS.