Incident & Problem Coordinator

Incident & Problem Coordinator

Incident & Problem Coordinator With a talent for problem solving in a highly collaborative setting, you'll be a critical member of the Service Operations team supporting Wallet & Payments. You'll work jointly with Engineers, Operations, Service Providers, Business and Finance Partners with the primary goal of rapid resolution in the event of a service outage, degraded customer experience, impaired business process, or risk to regulatory compliance. In the role of Incident & Problem Coordinator, you'll be the primary contact and source of truth for an incident. You'll be expected to communicate fluently the status and impact of an ongoing incident, expected completion time of open work streams, and their outcomes. After service is restored, you'll drive post-incident activities such as root cause analysis and remediation. The Incident & Problem Coordinator must be adept at situational leadership, influencing without authority, problem analysis and troubleshooting strategies, and highly effective business communications.

Key Qualifications

• Experienced in major incident response and triaging problems related to critical services and infrastructure; exhibiting ownership in the investigation and resolution of incidents.
• Adept at communicating effectively under pressure, including partner engagement and escalations, crafting high quality stakeholder updates; ensuring communications are timely and meaningful.
• Experienced as driver or leading contributor in post-incident review and root cause analysis; using five Whys and other methods to develop action items and lessons learned.
• Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling ;
• capturing critical incident data accurately and transforming metrics into valuable operational and business insights.
• Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing problems before they become critical, and increasing overall efficiency.
• Preferred Experience (Desirable but not necessarily required) ITIL certification or equivalent work experience
• Experience in the Finance product space, such as Digital Payment services, or Bank Operations
• Ticket tracking via ServiceNow, Jira, Remedy or similar tooling
• Data analysis and visualization using Excel, Numbers, Tableau or similar tooling
• Splunk log query syntax and optimization
• Knowledge of the software development lifecycle and its phases
• Production support in both on-prem data center and cloud computing environments
• Digital : ServiceNow_IT Service Management