Description
We are seeking an Incident Manager to join our team in Warsaw, Poland. As an Incident Manager, you will be responsible for supporting and advocating for Visa clients, owning and driving the resolution of incidents end-to-end, and proactively monitoring and resolving VOCC outages.
The estimated salary range for this position is zł157,500 - zł258,675, which may include potential sales incentive payments. You will be eligible for a comprehensive benefits package, including Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program.
Key Responsibilities:
- Support and advocate for Visa clients comprised of financial institutions and vendors
- Own and drive resolution of incidents end-to-end, including complex and high-impact issues with minimal guidance
- Proactively monitor, recognize, analyze, isolate, and resolve VOCC outages utilizing a variety of tools and techniques across multiple platforms
- Lead Internal and External Bridge Stewardship efforts in support of timely resolution of client-facing and critical incidents
- Work simultaneously and independently across multiple platforms, prioritizing based on business and client impact
- Assess the impact of incidents and author communications for distribution to appropriate recipients within set timeframes with little to no guidance
- Support and coordinate scheduled changes, releases, and operational readiness activities
Qualifications:
- Strong knowledge of networking with the ability to apply concepts across multiple systems and environments
- Commercial experience 3 -5+ years
- Strong understanding of message flow with the ability to independently analyze and troubleshoot complex transaction paths across platforms
- Experience in Python or other programming languages, with the ability to develop scripts to support automation and operational efficiency
- Strong understanding of API monitoring, log analysis, and troubleshooting across distributed systems
- Experience with Unix / bash or shell scripting, including using scripts for operational support or automation
- Strong knowledge of ITIL standard ticket practices / ServiceNow, with ability to manage complex incidents end-to-end
- Strong understanding of File Transfer Protocol and its use within operational workflows
- Working knowledge of Linux, Splunk, Grafana, Prometheus or other monitoring tools, including advanced log analysis and query building
- Experience with ISO 8583 or equivalent messaging protocol, with ability to troubleshoot transaction-related issues
- Ability to work effectively as part of a team and independently, acting as a self-starter and escalation resource
- Takes full ownership of workload management, including prioritization of multiple competing priorities
- Ability to make decisions based upon available information, present recommendations, and lead resolution efforts
- Strong verbal and written communication skills, including high-impact stakeholder communication
- Demonstrated ability to lead incident resolution efforts and guide others during high-impact situations
- Client-focused mindset with the ability to interact effectively across all management levels
- Strong analytical and problem-solving skills, including root cause analysis
- Ability to mentor and guide junior analysts and contribute to team performance