Junior Incident Manager

Elavon Incident Management acts as a liaison between the business and Elavon’s technology partners TOS. This team coordinates communication and technical response during major outages that impact internal or external customers. We also monitor major code releases and system patching for technical platforms. The team coordinates business activities related to technical release including business UAT and validation as well as system maintenance notifications. Incident Management currently acts as an escalation point for Access Management. We are a part of Risk and Compliance.

To support our business lines and functions across a wide variety of releases, change orders, Major Incidents, and day to day interaction with our Network Operations Center (NOC) and the Notification and Escalation Center (NEC) teams, we are looking for an Incident Manager.
You will act as the voice of the business and the voice of the customer to be able to effectively relay and explain business impacts of issues to our TOS colleagues.

Responsibilities Include:

• Monitor major Incidents in Europe and globally when needed, identify impacted internal/external customers and ensure regular status updates are provided to business lines.

• Liaise with the various back office and TOS teams to ensure the impacts of issues are fully understood and ensure operations and teams on the ground are kept informed and also to support any interim process; effectively relay and explain business impacts of issue to our TOS colleagues.

• Collaborate with technical teams to produce Root Cause Analysis and external incident reports for customers.

• Take ownership of facilitating resolution for issues escalated by the business line.

• Joining NOC initiated conference bridges during major incidents to represent operations, relay impacts, coordinate validation efforts, and provide input and sign off for Outage notifications. Update internal customers of efforts/progress across the duration of a Major incident.

• Supporting the EU organization and be available to support their queries via rotation on the Service Now Queue, Mailbox, Major incidents and ad hoc requests.

• Taking a place on the weekly on call rotation and be ready and available to react to the above outside of business hours if there is a requirement.

• Provide Ad hoc/planned trainings to the business as required or if identified as part of the remediation of an issue or outage. 

• Manage Monthly and Quarterly system/application releases on behalf of operations, gain in-depth knowledge of what changes (Code, Project, and Defects) are included in a release. 

• During a release be a coordinator between our business validators and TOS in terms of issues identified, ensure business is logging these correctly and tracking progress of all release related tickets, rotational requirement to join organization wide Post Release check points to speak to release issues raised and plans to remediate. Provide accurate and meaningful updates to the business during a release and in the days immediately leading out from this. Forge strong working relationships with our change management groups.

• Requirement (rotational) to be on hand to coordinate and oversee these technical change orders from business impact perspective; arrange and coordinate down time, business validation and operations sign off.

• Keep updated in terms of all areas of operations in terms of process changes, people and systems and applications which touch our customers the most.

• Take ownership of customer interactions and constantly strive for customer satisfaction

• Demonstrating the ability to get to know the organisation inside and out, and proactively acting upon your intuition because you know what is right for the business and for its customers

• Showing a genuine interest, level of care and pride about the organisation, and the experiences that people have both internally and externally that you are accountable for creating through your behaviour

• Proactively sharing ideas, and best practice with a continuous focus on improvement, and finding new and better ways to contribute to the on-going growth and success of our business

• Displaying a level of resilience and determination to make a difference

• Seeking continuous feedback for personal development and demonstrate the ability to respond to it appropriately.

Requirements:

• Excellent verbal and written communication skills

• Effective Meeting Facilitator

• Strong Analytical Skills; multi-tasker; attention to detail; deadline oriented; strong problem solving skills

• Experience of working in the card payment processing industry or financial services

• Ability to read and understand technical data and communicate requirements effectively to the rest of the team or other non-system experts

• Experience in fulfilment department would be additional benefit (not required)

• Ability to work extended hours when needed included nights/weekends to support critical incidents (on-call support)

This role requires working from a U.S. Bank location three (3) or more days per week.