U.S. Bank Business Support Manager – Incident Management in Charlotte, North Carolina
A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. Elavon is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionAs Business Support Manager – Incident Management you will lead a regional team and build, manage, measure and enforce incident management best practice to ensure rapid communication and restoration of service during an unscheduled outage. Your team will partner with internal as well as external technology and business partners to achieve this goal.
This position will be responsible for minimizing the customer and financial Impact of technical Issues by working collaboratively with the Escalation Management team, US Bank and Elavon technical teams as well as business lines to resolve high priority incidents. This role will act as an interface between Elavon’s business lines and technical teams. As part of a Global team, this person will work to identify and communicate issues to business line partners up to and including the Senior Leadership team. This role will act as the voice of the customer as well as the business line to ensure that issues are being resolved within established contractual SLAs.
The ability to translate complex technical issues into clear and timely business communication is a critical part of your role. You will often be working in high pressure situations with executives as well as technicians. Stakeholder management and leadership skills are absolute necessities. The role will also include ‘off hours’ work with perhaps nights/weekend work as well.
The right person for this role is technology savvy, experienced with the payment processing, able to manage small projects and potentially has on operations background. This person is customer focused and experienced with collaborating with external vendors and internal department heads. This role will also monitor issues related to Elavon products and any technical challenges that impact Elavon’s strategic customers. Collaborating with technical teams to create Root Cause Analysis documents and identify potential trends will be a critical part of this role. Act as a liaison between the business and technology teams by providing timely communication and status updates on open issues and upcoming technology or operational changes which may impact the business or Elavon customers.
Collaborate with Product teams and new acquired lines of business to integrate these areas into the Incident Management Process.
Monitor unscheduled outages globally when needed, identify impacted internal/external customers and ensure regular status updates are provided to business lines, product teams and Senior Management including after normal business hours and weekends.
Mitigate customer and operational risk by proactively identifying, communicating and preparing the business for technology change
Facilitate the identification of gaps and drive solutions that minimize losses resulting from inadequate internal processes, systems or human errors. Ensures the active identification, response and/or escalation of risks as appropriate.
Create and Manage Playbooks and procedures for NA Mergers and Acquisitions and Product
Manage and maintain documentation related to existing products and new product vendors.
Leads projects and daily business and technology escalations
Provide leadership and coaching to the entire team to ensure existing incident management procedures and protocols are followed
Provide afterhours guidance to frontline associates for escalated issues on assigned weeks
Collaborate with technical teams to create Root Cause Analysis documents and identify potential trends across business lines, products and customers.
Identify areas for process improvement and process efficiency.
Liaise with extended risk team to ensure awareness of more critical business issues.
Basic Qualifications - Bachelor's degree, or equivalent work experience - Seven to ten years of applicable experience - Applicable certifications
Preferred Skills/Experience: - Strong leadership and management skills of processes, projects and people - Excellent written and verbal communication skills - Strong analytical, problem-solving and negotiation skills - Proficient computer skills, especially Microsoft Office applications - Knowledge of end to end payment processing life cycle - Operations or Product experience - Ability to work extended hours when needed included nights/weekends to support critical incidents - Familiarity with ITSM and Problem Management Process - Proven experience in a customer Support/Operations function - Strong Analytical Skills; multi-tasker; attention to detail; deadline oriented; strong problem solving skills - Experience of working in the payment processing industry or financial services - Relationship Management Experience including managing strategic partners, vendors, banking partners including external/internal customers. - Ability to read and understand technical data and translate information into business terminology for mass consumption.
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
This is an Elavon posting. Elavon is a part of the U.S. Bank family.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.