(Remote, US - Prefer East Coast)
Responsibilities
The Incident Manager's primary responsibility is to provide the necessary structure and rigor to drive our Partner's most critical and sensitive incidents forward by:
- Engaging representation from Legal, Risk & Compliance, the functional area who owns mitigation, and other subject matter experts associated with each specific incident.
- Creating an incident ticket in the Incident Management system of record.
- Updating key milestones in that ticket throughout the incident management lifecycle to closure.
- Scheduling, defining agenda, and facilitating each incident status meeting.
- Documenting impact, mitigation actions, longer-term remediation actions, recovery actions, and all incident meeting notes/action items.
- Escalating to leadership to remove roadblocks for incident mitigation/recovery.
- Providing incident-specific content for reporting to regulatory agencies if required.
- Coordinating a smooth hand-off to the Recovery Team if customer recovery is required.
- Approval of communications content prepared to send to consumers and merchants impacted by an incident.
- Coordinating a smooth hand-off to the Root Cause Analysis team after each incident is mitigated.
- Strong project management and ability to lead through ambiguity.
Qualifications
- Requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.
- Influence without authority. In this role, you will meet people from all parts of the company. You need to bring a strong leadership presence to each meeting, instill confidence, and strengthen a sense of team. You won’t be their boss, but you need them to follow your direction anyway.
- Communicate effectively. You will set the tone for each incident status meeting and will use your strongest oral communication skills to clarify status updates or roadblocks. You’ll also use your best-written communication skills to organize the official record of each incident so that it captures all the incident data in a way that tells a cohesive story.
- Perform under pressure. Every incident is different, and the early meetings can be a little chaotic as people from different groups come together and try to find the best path to mitigation quickly. The Incident Manager sets the tone of the incident team. If you’re calm but focused, the team will follow.
- Intellectual curiosity. The Incident Manager manages incidents from every branded business unit and every operational functional area. You’ll have the chance to learn so much! And a good Incident Manager is not hesitant to ask a clarifying question. You may need to explain the root cause or the mitigating actions to senior leaders, so it’s important that you grow your own understanding first.
- We are a small team and back each other up. If you get picked for jury duty, one of your teammates will manage your incidents for you until you return. And if your teammate’s child breaks a wrist, you may need to step in on short notice and cover for them, too. We work as a team.
- Prior incident management experience. The Incident Manager’s role is one of a manager and facilitator, not someone who troubleshoots and suggests mitigating solutions. If you have previously worked in incident management, you’ll already understand the incident management lifecycle and it will help you guide the team and ask better questions.
- Prior experience with a global financial services company. Our industry is heavily regulated, and global span of our operations presents its own challenges. Prior experience in this industry will give you context for the types of incidents we deal with.
Please note we only hired under a W-2 contract with the best rates.
