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.