Responsibilities: Support the day-to-day Incident Management operational process for all business units Lead the preparation of Post Incident Reports. Schedule and lead incident review meetings. Follow-up with key resources to obtain all the information needed to produce incident reports. Follow through, follow-up and track incident actions from reports. Help standardize, automate, and improve the incident management process. Find innovative ways to streamline our service management and operational processes. Analyze trends for recurring incidents and problems; escalate in a timely manner. Ensure the Incident, Problem and Change Management Practices are followed. Develop Incident Management reports that support KPIs. Promote the adoption and adherence to the global Incident Management process and support continual service improvement efforts. Be part of a 24x7x365 rotation of Incident Managers who provide exceptional service. Education, Experience and Qualities: University degree in IT, business or equivalent field of study. Familiarity with ITIL framework and practices, ITIL V3 or ITIL 4 Foundations certification. Minimum of 3 years’ experience in IT service operations, service delivery or service management A good knowledge of ITSM tools. Experience with ServiceNow is an asset A very good understanding of Incident Management, Problem Management and Change Management processes A sound understanding of infrastructure and application components, how these rely and interact with each other, and how they deliver services to end customers. Strong communication and interpersonal skills. The ability to build strong relationships with staff members, internal stakeholders and external parties. Strong problem-solving capabilities, analytical, efficient, and quick thinker. Excellent English reading and writing skills. Knowledge of Spanish is an asset. Ability to lead meetings with senior management Ability to work with geographically dispersed teams representing different cultures Experience in the Payment Processing and Digital Wallets industries is an asset Strong collaboration skills and the ability to manage conflict Passionate about getting work done in a professional and timely manner Ability to prioritize complex tasks, overcome obstacles and negotiate solutions. Embrace change and thrive in a complex, high velocity IT environment Positive, thoughtful and ‘make it happen’ personality