Payments Incident Management, Vice President

The regulatory focus on resiliency and how we react to resiliency events is significant.

Global regulators are moving toward the concept of Operational Resilience, which continues to challenge organizations to enhance not only their Resiliency plans but also how they recover from business disruption, minimizing the impact to customers, the Firm, and the Market.

Incident management is a 24/7, 365-day global activity driven by any business disruption e.g., application or Clearing House/ Agent Bank outage.

As an Incident Management Vice President in Global Command Centers-Payments Operations, you will be empowered to lead and contribute significantly to the success of the overall team and cross-LOB partners by helping to orchestrate incident resolution with minimal business impact.

Subsequently, working to ensure that all learnings from the incident feed into a continuous improvement discipline.

Incidents are only part of the role; Post analysis takes up a large part.

In this role, you will be outcome-focused, foster teamwork and have the proven ability to work across the business extensively and can demonstrate a dexterity to navigate a matrixed environment.

The role provides the opportunity to approach the work with an agile mindset and entrepreneurial spirit.

This is a very exciting time to join our team.

Job responsibilities



* Lead as an operational member of Incident Management Team reporting to the Business Incident manager in the Tampa Command Center.


* Assist in the development of a Global Team, incorporating the leading of people development practices and following Global Lead Strategy


* Lead the coordination of the Business response across Operations, Client Service, Product for Major Incidents.


* Assess risk and manage activities affecting the production environment including collaborating with Technology, vendors, and stakeholders to assess severity and scope of events and incidents to prioritize resolution.


* Provide detailed production support information for internal/external clients and deals effectively with issues that are complex, confidential, and sensitive in nature.


* Constant review and evolution of the monitoring systems, including replacement, upgrades, and performance to keep aligned with the Payments strategic vision.


* Develop policies, procedures, performance objectives and standards that are aligned to meet all regulatory and controls standards.

Including and not limited to Playbooks both in annual attestations and the creation of new ones.


* Contribute to a great and inclusive culture, work towards enhancing team member engagement, and assist in mentoring and developing the best, most diverse talent


* Align to metrics and reporting strategies to enable meetings with Stakeholders and Partners to build a comprehensive working relationship between all teams and lines of Business.


* Lead additional adhoc Payment Reconciliation Projects as they arise, and resources al...