# Major Incident Manager

**Company**: Visa
**Location**: Warsaw, Poland
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: zł109,550 - zł179,975
**Category**: Operations
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PL---Warsaw-Poland/Major-Incident-Management-Analyst_REF089817W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_67a6c57c-48d

## Description

We are seeking a Major Incident Manager to join our team in Warsaw, Poland. As a Major Incident Manager, you will be responsible for managing high-impact, high-severity incidents with a focus on minimizing business disruptions.

Key Responsibilities:

- Develop, edit, and distribute effective internal and external communication in a timely and accurate manner

- Communicate well and work cordially in global teams with teammates from different cultures and time zones

- Adhere to standard procedures and suggest improvements if needed

- Build the knowledge base and understand the various application service flows, products, services and support teams functions

- Manage high-impact, high-severity incidents with a focus on minimizing business disruptions

- Enhance technical skills through participation in ongoing training

- Operations environments require shift work, including weekends and holidays as requested or scheduled

- Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly

- Coordinate and facilitate the resolution of major incidents with relevant teams

- Track update and close all assigned requests in the incident management system

- Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies

Qualifications:

- Bachelor's degree, OR 3+ years of relevant work experience

- Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelors degree in IT, Computer Science or related field

- Basic understanding of server administration, Network troubleshooting, Database concepts, and cloud computing

- A keen interest in learning new skills and technology through online resources

- Must be a self-starter and pick up new skills and knowledge

- Familiarity with ITIL framework and best practices

- Stay current with industry trends and best practices in incident management

- Knowledge of card payment services processing is highly preferred

- Ability to prioritize and multitask. Flexibility and adaptability in work approach

- Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results

- Must exercise a reasonable amount of independent judgment under minimum supervision

- Must be result-oriented and constantly looking for new ways to improve efficiency and productivity

- Excellent communication and customer service skills and dedication to enhancing customer service experience

## Skills

### Required
- server administration
- Network troubleshooting
- Database concepts
- cloud computing
- ITIL framework

### Nice to have
- card payment services processing
- analytical problem-solving skills
- communication and customer service skills

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/PL---Warsaw-Poland/Major-Incident-Management-Analyst_REF089817W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)