Worldpay · 4 hours ago
Enterprise Incident Communication Analyst
United States
Full-time
Remote
Entry, Mid Level
$89K/yr - $150K/yr
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Responsibilities
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.
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.
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.
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.
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.
Qualification
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Required
Bachelor’s degree in information technology, communications, or a related field.
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.
This role may require working outside of regular business hours to manage incidents as they occur.
Occasional travel may be required for training or to support major incidents.
On-call availability for critical incident management outside of standard working hours.
Benefits
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits
Company
Worldpay
Worldpay provides electronic payment and banking services.
Founded in 1971
5,001-10,000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-07-06Acquired· undefined
2015-10-13IPO· undefined
Leadership Team
Kevin Hennessy
VP, Strategic Solutions
Patrick Keaney
Business Development Manager
Recent News
Paypers
2024-11-19
Company data provided by crunchbase
