Business Resiliency Associate
On-site · Tampa, Florida, United States
Job Summary
Responsible for coordinating payment incident management across Operations, Client Service, and Product to manage Major Incidents and drive rapid recovery of business services in a 24/7 follow-the-sun operating model. Lead and contribute to incident level reporting, root-cause analysis, and strategic improvements while liaising with stakeholders across multiple lines of business and regions. Requires 3+ years in incident management and team leadership, strong written/verbal communication, analytics, and the ability to manage cross-functional collaboration. Based in Tampa, FL with in-office schedule; weekend coverage included.
Required Qualifications
- 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
- 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
Additional Requirements
- This role does not offer visa sponsorship.
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