Your role is integral as you will be part of the first line of defense for payments. The bank operates a 24/7 service, as such the role is part of a global incident management team that supports 24/7, 365-day global activity. Incidents are any business disruption, application, or Clearing House/ Agent Bank outage. You will be part of team that looks to mitigate and bring the business out of an incident as quickly as possible. The global team works to a follow-Sun Model, which includes weekends.

As an Incident Manager in the Payments organizations, you will be empowered to lead, manage, and contribute significantly to the success of the global incident management team including working with cross line of business partners, Operations, Markets, Security Services, Commercial Bank (CB) and Consumer and Community Banking (CCB).

Job responsibilities:

• Coordinate the Business response across Operations, Client Service, Product for Technical and Non-Technical Major Incidents. Creation of an Incident Management team capable of completing Major Incidents during the follow the sun designated times.
• Be part of a small team, looking to accept responsibility in helping managers organize staff coverage especially during the week and at weekend and bank holidays – Payment Incident Management is 24/7 – 365 days.
• Contribute and develop incident level reporting and presentations that supports the Global Incident Manager and Global Command Centre leads initiatives.
• Develop and conduct impact analysis including data analytics of impacting incident root cause, impact, and improvement.
• Coordinate and manage the execution of appropriate actions to recover business services as quickly as possible.
• Manage the documentation that supports Incident Management execute return to business-as-usual strategies.
• Liaise with the key stakeholders in different initiatives in support the team’s overall mission to support Payment Operations.
• Identify opportunities for strategic improvement or mitigation of business interruption and other risks.

Required qualifications, capabilities, and skills:

• 3 plus years’ experience or equivalent in managing issues, incident management and team management.
• Strong written and verbal communication skills, with ability to draft and edit executive level content concisely.
• Review and digest complex content and data, analyze and draw conclusions.
• Strong interpersonal skills, with proven ability to build strong partnerships, collaborate and drive outcomes.
• Enthusiastic Engagement – must be the positive point of contact, people come to you with incidents be the source of motivation/inspiration for individuals and teams looking for support and guidance.
• Conflict Resolution – there maybe times where personal points of view are contrasting, it’s the Incident Managers responsibility to hear all and drive the best outcome, irrespective of who suggests it.
• Troubleshoot and strong analytical skills, escalate and conduct first phase analysis.
• Support and adapt within a changing environment, payments is ever changing, Incident managers need to remain flexible according to business needs.

Preferred qualifications, capabilities, and skills:

• Knowledge of industry Incident management frameworks such as Information Technology Infrastructure library (ITIL)
• Deliver results accurately and efficiently while adapting to shifting priorities and ambiguity.
• Self-driven and organized with the ability to effectively prioritize and execute on multiple concurrent initiatives.
• Exhibits a deep-passion and pursuit of continuous learning.

Tampa shift 10:30am – 7:30PM, weekend coverage in rotation as duty Incident Manager. Depending on resource availability.

This role does not offer visa sponsorship.

This is full time 5 days in the office model currently.