Responsibilities:
- Provide business incident response support as part of a 24x7 shift team, ensuring timely and accurate communications to internal stakeholders and clients.
- Team members will be assigned to one of three rotating shifts – Early: 07:30-16:30, Mid: 15:30-00:30 or Late: 23:30-08:30.
- Each team member will be on-call every third weekend. On-call duty requires prompt response to incidents if contacted, but does not require active work unless called upon.
- Assist in communicating technical issues in a clear, client-friendly manner.
- Support the Senior Consultant in representing the client’s perspective during service disruptions.
- Contribute to post-incident reviews and client remediation efforts, helping to identify improvement opportunities.
- Assist in drafting client-facing incident reports, including root cause summaries and preventative actions.
- Collaborate with cross-functional teams to ensure services have effective business response plans.
- Support the evolution of incident response processes, playbooks, and tools through feedback and participation in improvement initiatives.
- Engage in training and development activities to build expertise in incident management and client services.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
- Minimum of 2–4 years’ experience in business incident response or client services, preferably within the payments or financial services industry.
- Strong communication skills, with the ability to convey technical information to non-technical audiences.
- Ability to remain calm and focused under pressure, contributing to effective incident resolution.
- Eagerness to learn and grow within a global incident management framework.
- Collaborative mindset with strong interpersonal skills and a client-first approach.
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.
