- Manage payment incidents by ensuring the presence of the right stakeholders as quickly as possible and maintaining proper communication with all partners;
- Be the spokesperson for the Global Transaction Payment Services professions during production instances, by arbitrating priorities if needed and identifying impacts and risks;
- Ensures that flow management department's needs for the incident system are reported;
- Establish a privileged link with Global Transaction Banking business lines to fully understand their needs;
- Identify and implement actions that will mark an improvement in the perception of incidents;
- Work in strong collaboration with Global Business Service Unit to inform the customer vision at the heart of incident processes;
- Incident Coordinator is the entry point both from the point of view of change and its operational implementation;
- Produce documents outlining incident protocols;
- Prioritize incidents according to their urgency and fluence in the business;
- Provide support and functional facilitation to team members on processes and change management for the Incident Management project;
- Detect needs on behalf of flow management department regarding stability and robustness and ensure their monitoring by the technical teams;
- Communicate with management if a major impact for the client are highlighted;
- Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed;
- Log all incidents and their resolution to identify and prevent recurring malfunctions.
- Proficiency in incident response infrastructure, ITIL, metrics, production environment, incident reports, technical issues;
- Ability to analyze a high volume of data to identify solutions while working in a high –pressure and fast-paced environment;
- Autonomy, curiosity, pedagogy, openness to others, adaptability, interpersonal skills, proactivity, customer satisfaction orientation, excellent communication skills, ability to negotiate and understand issues (customers, business, organizational), sensitivity to operational risk;
- Proven problem-solving and analytical skills;
- Ability to handle major incidents swiftly and judiciously;
- Team player and leader who can also work independently when needed;
- A good level of English/French (B2+/C1);
- Relevant experience in IT service management, particularly in incident or problem management, is highly valued;
- Certifications in ITIL or other service management frameworks can be a significant advantage depending on your required skill level;
- Good knowledge of Global Transaction Banking products such as payment methods and information systems linked to Global Transaction Payment Services activity is an advantage.
Benefits
- Full access to foreign language learning platform
- Personalized access to tech learning platforms
- Tailored workshops and trainings to sustain your growth
- Medical insurance
- Meal tickets
- Monthly budget to allocate on flexible benefit platform
- Access to 7 Card services
- Wellbeing activities and gatherings