12 month Fixed Term Contract

The Incident Analyst is responsible for leading and managing live service incidents from detection through to full service restoration. Acting as the incident lead, the role coordinates technical, operational, and client-facing teams to ensure timely resolution, clear communication, and minimal business impact.

This role focuses on real-time incident leadership, impact assessment, and stakeholder communication, serving as the single point of accountability during incidents.

Incident Leadership

• Lead and coordinate live service incidents as the primary point of accountability.
• Own incidents end-to-end until full service restoration.
• Drive clear actions, priorities, and decision-making during incidents.

Impact Assessment

• Assess and communicate business, client, and service impact during incidents.
• Identify affected systems, clients, and transactions, updating impact as incidents evolve.
• Highlight any potential regulatory or SLA considerations.

Coordination & Collaboration

• Work closely with Engineering and Infrastructure teams to support diagnosis and recovery.
• Engage Operations and Banking teams to validate live impact and external dependencies.
• Partner with Client Services to ensure accurate and timely client communications.

Communication & Stakeholder Management

• Own incident communications for internal stakeholders and clients.
• Provide clear, concise updates on impact, progress, and resolution timelines.
• Maintain strong situational awareness across all involved teams.

Governance & Accountability

• Ensure incident actions and decisions are clearly logged and traceable.
• Hold teams accountable for agreed recovery actions and timelines.
• Act as the escalation point during live incidents.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Preferred Qualifications

• Background in incident management, payments, collections or other fast-paced, detail-oriented roles.
• Strong communication, organisation, and problem-solving skills.
• Comfortable working with systems and data, with curiosity to learn technical concepts.
• Calm under pressure and confident coordinating across multiple teams.
• Experience with tools like Microsoft, Zendesk, Jira, PowerBI or similar systems is an advantage but not essential.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.