Operational Incident Analyst - 12 months at Visa

Cardiff, Wales, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Communication, Organisation, Problem-Solving, Technical Concepts, Team Coordination, Impact Assessment, Stakeholder Management, Governance, Accountability, Data Analysis, Client Communication, Regulatory Considerations, SLA Management, Tools Proficiency, Calm Under Pressure

Industry

IT Services and IT Consulting

Description

Company Description 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. 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. Progress starts with you. Job Description 12 month Fixed Term Contract 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 or SLA considerations. Coordination & Collaboration 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. Qualifications 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. Additional Information Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Job Family Group: Technology and Operations

Responsibilities

The Incident Analyst is responsible for leading and managing live service incidents from detection to full service restoration. This includes coordinating teams, assessing impact, and ensuring clear communication throughout the incident lifecycle.