Enterprise Incident Communication Analyst

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

About the role:

The Technical Incident Communication Analyst plays a crucial role in managing and coordinating communication during technical incidents. This position ensures timely and accurate information is disseminated to all stakeholders, including internal teams, customers, and management, to minimize the impact of technical issues and facilitate swift resolution.

What you will be doing:

Incident Management and Coordination:

- Act as the primary point of contact during technical incidents, ensuring all stakeholders are informed promptly.

- Coordinate with technical teams to gather relevant information and updates on the status of incidents.

- Maintain detailed incident logs, documenting all actions taken and communications made.

Communication:

- Draft and distribute incident notifications, updates, and resolutions to internal and external stakeholders.

- Ensure communication is clear, concise, and tailored to the audience, avoiding technical jargon when necessary.

- Conduct post-incident reviews to capture lessons learned and improve future communication strategies.

Stakeholder Engagement:

- Liaise with internal teams, including IT, customer support, and operations, to ensure alignment and coordinated response efforts.

- Engage with customers and clients, providing timely updates and addressing their concerns during incidents.

- Facilitate conference calls or meetings to discuss incident status and next steps with relevant stakeholders.

Process Improvement:

- Develop and maintain incident communication processes and templates to ensure consistency and efficiency.

- Identify opportunities for process improvements and implement best practices for incident management communication.

- Collaborate with cross-functional teams to refine and enhance incident response protocols.

Reporting and Documentation:

- Generate and distribute incident reports, summarizing the nature of incidents, actions taken, and resolution outcomes.

- Maintain a comprehensive knowledge base of common incidents, resolutions, and communication strategies.

- Provide regular updates to management on incident trends and communication effectiveness.

What you will need:

Bachelor’s degree in information technology, communications, or a related field.

• 3+ years of experience in incident management, technical support, or a related role.

• Proven experience in technical writing and communication.

• Excellent written and verbal communication skills, with the ability to convey complex technical information clearly and concisely.

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency with incident management tools and platforms.

• Strong analytical and problem-solving skills.

• Ability to work independently and collaboratively in a team setting.

• Experience in a technical service center or IT support environment.

• Familiarity with ITIL (Information Technology Infrastructure Library) practices.

• Certification in incident management or related fields.

• Work Environment

• This role may require working outside of regular business hours to manage incidents as they occur.

• The position is typically office-based but may offer opportunities for remote work depending on the organization’s policies.

• Additional Requirements

• Occasional travel may be required for training or to support major incidents.

• On-call availability for critical incident management outside of standard working hours.

What we offer you:

A career at Worldpay