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- Tasks: Lead and manage live service incidents, ensuring timely resolution and clear communication.
- Company: Join Visa, a world leader in payments technology with a mission to uplift everyone.
- Benefits: Hybrid work model, skill development opportunities, and a chance to make a global impact.
- Why this job: Be the go-to person during incidents and help shape the future of payments.
- Qualifications: Experience in incident management or fast-paced roles; strong communication and problem-solving skills.
- Other info: Dynamic environment with opportunities for growth and meaningful contributions.
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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
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 a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
Company & Opportunity
At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world.
Operational Incident Analyst - 12 months in Cardiff employer: Visa
Contact Detail:
Visa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Incident Analyst - 12 months in Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Visa. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by brushing up on your incident management skills. Think of real-life examples where you've led teams through tough situations. We want to hear how you kept calm under pressure!
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise when discussing your experiences. Remember, as an Incident Analyst, you'll need to communicate effectively with various teams.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Visa team.
We think you need these skills to ace Operational Incident Analyst - 12 months in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in incident management and communication. We want to see how your skills align with the role of an Operational Incident Analyst, so don’t hold back on showcasing relevant examples!
Showcase Your Problem-Solving Skills: In your written application, give us a glimpse of how you tackle challenges. Share specific instances where you've successfully managed incidents or resolved issues under pressure. This will help us see your calmness and confidence in action!
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate well-organised applications that make it easy for us to understand your qualifications and experiences.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Visa
✨Know Your Incident Management Basics
Before the interview, brush up on your incident management knowledge. Understand the key concepts of live service incidents, including detection, resolution, and communication strategies. Being able to discuss these topics confidently will show that you’re prepared and knowledgeable.
✨Demonstrate Strong Communication Skills
Since this role involves a lot of stakeholder communication, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated during past incidents or challenging situations. This will highlight your ability to keep everyone informed and engaged.
✨Showcase Your Problem-Solving Abilities
Think of specific instances where you’ve successfully resolved issues under pressure. Be ready to discuss your thought process and the steps you took to lead teams towards a solution. This will demonstrate your calmness and effectiveness in high-stress situations.
✨Familiarise Yourself with Relevant Tools
While experience with tools like Microsoft, Zendesk, or Jira isn’t essential, having a basic understanding can give you an edge. If you have time, explore these platforms and be prepared to discuss how you would use them in the context of incident management.
