Description Join the Incident Management team and ensure that the clients, and our internal partners, receive the same experience regardless of the impacted product. As an Payments Operations - Incident Management - Associate in Operations you will be empowered to contribute significantly to the success of our team and cross-line of business partners by helping to orchestrate incident resolution with minimal business impact. Subsequently, you will be working to ensure that all learnings from the incident feeds into a continuous improvement discipline. Job responsibilities Manages the coordination of the Business response across Operations, Client Service, Product for Technical and Non-Technical Major Incidents Conducts impact analysis including Data analytics of impacting incident root cause, impact, and improvement Assists in the determination and execution of appropriate actions to recover business services as quickly as possible Creates and maintains Incident Management Playbooks that help execute resiliency strategies Updates, identifies, and engages with business leads Provides timely updates to inform internal business communication plans (senior updates, setting up business bridges, employee updates, etc.) Maintains evergreen process and procedures (e.g. regular revalidation of cross line of business communication map) Identifies opportunities for strategic improvement or mitigation of business interruption and other risks Understands internal / external dependencies & their risks/gaps Supports and creates Post Incident Reviews including Root Cause Analysis calls Required qualifications, capabilities, and skills Excellent communication, presentation (both oral and written) & influencing skills Leverage subject matter expertise in driving conversations and/or influencing decisions/direction with Business / stakeholders Understanding of Incident Management practices, skills, and tools Consistent partnership record and ability to build effective business relationships Ability to work independently, troubleshoot, and with strong analytical skills Effective change management skills: Ability to support & adapt within a changing environment Additional information Weekend shift work required 1 in 3 weekends, including coverage for Bank Holidays. Time in Lieu and shift allowances are given.