Payments Incident Manager
The Payments Incident Manager manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions for applications, hardware, infrastructure, or facilities issues impacting Payments. The main goal is to follow incident management protocols and serve as liaison between the incident team, other Business Units, Technology, and vendors.
The Incident Manager will prepare statistics, KPI and trend reports, identify problems through the review and focus on optimizing processes and collaborating with other business unit incident management teams to ensure that all protocols are diligently followed.
This position is on call 24x7.
Position Responsibilities:
Incident Management
- Oversee incident management process for Payments.
- Triage incidents, assess the impact to customers and Payments operations and accurately represent the impact to ensure appropriate prioritization.
- Collect and provide data to assist with troubleshooting and remediation efforts.
- Understand downstream and upstream impacts for risk, compliance, and customer service.
- Support Technology & Operations on resolving the incident quickly and efficiently.
- Serve as a point of escalation for technical and general troubleshooting.
- Second line support for incident management problems and issues related to select applications.
- Provide support in a 24x7 on-call support.
Reporting and Analytics
- Tracking of incidents and creation of dashboards to help monitor issues.
- Use of reporting to understand trends or highlight repeat issues.
- Creation and management of a resource repository.
- Analysis, creation and / or improvements of alternate processes for use during outages (Playbooks).
- Participate in and provide consulting and planning guidance on short term and long-term planning to meet ongoing business and operational needs.
- Identify and evaluate projects/programs/initiatives and design processes that enhance and rationalize existing and upcoming solutions.
Communication
- Alerting and updating Senior Management.
- Communicating with the front line and stakeholders.
- Providing succinct updates to ensure awareness.
Position Qualifications:
- Bachelors Degree From an accredited university or 4 years of relevant work experience (IT, Business Continuity, Communication, and/or Banking Operations)
- 7 years of Payments, incident management and/or issue investigation/mitigation experience, including regulatory and compliance
- 7 years of experience in Payments technology and application
- 5 years of experience in Data tracking, analytics and reporting (experience in providing reports to senior leadership helpful)
- 5 years of experience using Microsoft Excel -- advanced proficiency
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
Mar 12, 2025