Incident Management Analyst

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Incident Analyst is responsible for owning and managing incidents from the moment of detection through to service restoration. This role is the single point of accountability during live incidents coordinating technical, operational, and client-facing teams to ensure effective response, clear communication, and minimal business disruption.

This position focuses primarily on real-time incident leadership, impact quantification, communication, and coordinated resolution. The role works on a rolling shift pattern, including additional on-call overtime to support the 24x7 processing model.

Key Responsibilities

• Live Incident Leadership & Coordination
  • Act as the primary incident commander during live service-impacting events.
  • Maintain end-to-end ownership and accountability for the incident until full service restoration.
  • Ensure all participating teams are aware of their responsibilities, priorities, and next actions throughout the incident lifecycle.
• Impact Quantification & Analysis
  • Rapidly assess and quantify business, client, and regulatory impact using internal monitoring systems and external partner feedback.
  • Identify affected systems, clients, and transactions, continuously updating impact assessments as information evolves.
  • Analyze and document potential implications against relevant regulatory or service-level requirements.
• Cross-Functional Engagement
  • Coordinate technical response efforts by working closely with Development and Infrastructure teams to identify root causes, validate potential fixes, and ensure stable, risk-free recovery actions.
  • Collaborate with Operations and Banking teams to confirm live impact, assess client and transactional exposure, and manage dependencies with third-party suppliers or network partners.
  • Partner with Client Services to deliver clear, accurate, and timely communications to clients and stakeholders throughout the incident.
• Communications & Stakeholder Management
  • Own incident-related communications during the live event, both internal and external.
  • Draft & issue in-incident updates for internal stakeholders, client notifications, and public status page posts. Ensuring communication tone, timing, and content meet regulatory and reputational standards.
  • Maintain continuous situational awareness for stakeholders, providing clear timelines, impact statements, and resolution progress updates.
  • 5. Accountability & OwnershipServe as the ultimate escalation and decision-making point during live incidents.
  • Ensure all actions taken during the event are logged, traceable, and compliant with governance standards.
  • Hold technical and operational teams accountable for delivering agreed recovery actions within defined timelines.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager

Basic Qualifications:

5+ years of relevant work experience and a Bachelors degree, OR 7+ years of relevant work experience



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.
  
  

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.