Incident Management Process Owner
PayPal Inc.

Job Info

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Who we are

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal's 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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Job Description Summary:
For a financial company like Paypal, how we handle incidents it is as critical to our business as any other aspect of what we do. Handling Incidents with world class process efficiency can help protect the integrity of our brand, the satisfaction of our employees, and even our right to do business around the globe. The Incident Management Process owner will evaluate and improve the efficiency of our existing processes, ensuring continuous improvement and compliance with our documented policies.

Job Description:

The Incident Management Process Owner will be the person solely responsible for designing and maintaining the Paypal Enterprise Incident management process. The Incident process owner is a critical position that ensures Paypal has an efficient incident management process that can be applied across all of our Enterprise Brands. The process must not only ensure a consistent world class response to all manner of internal and external facing incidents, but must also be tightly monitored through defined KPI's that demonstrate the response and documentation meets the requirements of the Enterprise Incident Policy and our external auditors.

The Paypal Incident Process Manager will:

• Stay in lock step with the Incident Policy Owner to ensure our processes always align to the stated policy
• Define and refine the Incident Management process and Handbook
• Demonstrate continuous improvement in process design and efficiency through KPI's
• Communicate Process Expectations to all Paypal Brands and Incident Managers
• Maintain Incident Process documentation and training to Incident Management teams
• Evaluate tools used by Incident Management teams to ensure they properly enforce/comply with the process.
• Collaborate with the Problem Management and Change Management process owners wherever appropriate.

Skills

• Proven ability to own and maintain a critical process for a large organization
• Recent ITIL Certification
• Understanding of Agile and the need for speed and continuous delivery in a Technology Organization
• Demonstrable excellence as a written and verbal communicator
• Ability to Influence
• Demonstrable structured thinking and ability to prioritize
• Energy and Passion for Transformation in this space
• Attention to detail

Subsidiary:
PayPal

Travel Percent:
0

Primary Location:
Scottsdale, Arizona, United States of America

Additional Locations:

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

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