Incident Manager

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 Service Now 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