Protect global payments—join our team to resolve incidents and ensure seamless, resilient operations.
As a Business Resiliency Associate on the Incident Management Team, you will play a vital role in safeguarding global payment operations. Your responsibilities include resolving disruptions and ensuring seamless service delivery across the organization. This position operates within a follow-the-sun model, which requires weekend coverage on a rotational basis.
Job responsibilities
* Coordinate business response across Operations, Client Service, and Product for major incidents.
* Participate in a small, effective team to support follow-the-sun coverage, including weekends and holidays.
* Assist in organizing staff coverage to ensure 24/7 support.
* Contribute to incident-level reporting and presentations for leadership initiatives.
* Conduct impact analysis using data analytics to identify root causes and recommend improvements.
* Manage execution of actions to recover business services rapidly.
* Document and support return-to-business-as-usual strategies.
* Liaise with key stakeholders to support Payment Operations initiatives.
* Identify opportunities for strategic improvement and risk mitigation.
* Collaborate across lines of business to support the team’s mission.
* Escalate and analyze incidents to ensure prompt resolution
Required qualifications, capabilities, and skills
* Experience in incident management or related fields.
* Strong written and verbal communication skills for executive-level content.
* Proven ability to build partnerships and collaborate to drive outcomes.
* Positive engagement style, serving as a reliable point of contact during incidents.
* Effective conflict resolution skills to facilitate consensus and drive optimal outcomes.
* Analytical and troubleshooting abilities, including escalation and initial analysis of incidents.
* Commitment to continuous learning and professional development.
Preferred qualifications, capabilities, and skills
* Familiarity with industry incident management frameworks (e.g., ITIL).
* Ability to deliver results efficiently while adapting to shifting priorities.
* Organized and able to prioritize multiple concurrent initiatives independently.
* Prior experience or knowledge of payments processing is an advantage.
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