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- Tasks: Lead and manage live service incidents, ensuring quick resolution and minimal impact.
- Company: Join a dynamic team at a leading financial services company.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be the hero in crisis situations and make a real difference in service delivery.
- Qualifications: Experience in incident management or fast-paced roles; strong communication and problem-solving skills.
- Other info: Great chance to develop your skills in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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 considerations.
- 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.
Operational Incident Analyst - 12 months in Cardiff employer: Visa Inc.
Contact Detail:
Visa Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Incident Analyst - 12 months in Cardiff
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info and maybe even a referral!
✨Tip Number 2
Practice makes perfect! Prepare for interviews by simulating real-life scenarios you might face as an Operational Incident Analyst. Think about how you'd handle incidents and communicate with stakeholders.
✨Tip Number 3
Show off your skills! If you have experience with tools like Jira or PowerBI, be ready to discuss how you've used them in past roles. Real examples can make you stand out during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Operational Incident Analyst - 12 months in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Operational Incident Analyst role. Highlight any relevant incident management experience and your ability to communicate effectively under pressure.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led incidents or managed stakeholder communications in the past, and show us your passion for the position.
Showcase Your Problem-Solving Skills: In your application, emphasise your problem-solving abilities. We want to see how you approach challenges and make decisions during high-pressure situations, so don’t hold back on sharing those experiences!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Visa Inc.
✨Know Your Incident Management Basics
Brush up on your incident management knowledge before the interview. Understand the key concepts of live service incidents, impact assessment, and stakeholder communication. Being able to discuss these topics confidently will show that you’re ready to take on the role.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully managed incidents or resolved issues in a fast-paced environment. Be ready to share these examples during the interview, highlighting your problem-solving skills and ability to communicate effectively under pressure.
✨Familiarise Yourself with Relevant Tools
While experience with tools like Microsoft, Zendesk, Jira, or PowerBI isn’t essential, having a basic understanding of them can give you an edge. If you’ve used similar systems, be prepared to discuss how you leveraged them to manage incidents or improve processes.
✨Showcase Your Communication Skills
Since this role involves a lot of communication with various teams and stakeholders, practice articulating your thoughts clearly and concisely. During the interview, demonstrate your ability to convey complex information in an understandable way, as this will be crucial in the role.
