Payments – Digital & Design, Business Continuity – Incident & Release Management Senior Associate - London

The Payments - Digital and Design Product team thrives in fast-paced environments where operational stability and rapid response are paramount. The team drives value for customers by ensuring seamless service continuity, minimizing client impacts, and proactively improving processes. Join our dynamic team and make a meaningful impact by leading incident response, release coordination, and change management activities that safeguard and enhance client experiences.

As the Resilience, Release Governance & Business Continuity Senior Associate within the Digital and Design Product team, you will work with Product, Technology, Operations, and Risk partners to support disciplined production change, continuity planning, and coordinated incident response. You will help maintain governance routines, analyze emerging risks and trends, and prepare clear updates for stakeholders. Working across regions and time zones in a follow-the-sun model, you will contribute through effective coordination and influence, without direct ownership of the underlying platforms.

Job Responsibilities

• Support incident prevention and problem management by analyzing recurring issues, contributing to root-cause reviews, and tracking preventive actions.
• Help coordinate release and change management activities, including readiness reviews, approvals, risk assessments, and back-out planning. Identify opportunities to improve release quality while supporting timely delivery.
• Use available firm-approved automation and AI-enabled tools to reduce manual effort and improve analysis, reporting, decision support, and communications.
• Support the response to significant client-impacting events by gathering impact information, coordinating with response teams, tracking actions through resolution, and assisting with post-incident follow-through.
• Draft and maintain clear, timely internal and external communication materials for review and approval, including incident updates and stakeholder briefings.
• Develop and maintain metrics, dashboards, and leading indicators related to release quality, change risk, platform stability, and communication timeliness. Highlight trends and risks to help stakeholders prioritize action.
• Apply sound judgment, identify and escalate risk or control concerns, and help track remediation to completion.
• Promote a security-first mindset and collaborative ways of working across a global, matrixed organization.
• Contribute to the team’s resilience and release-improvement roadmap by gathering partner feedback, documenting requirements, and helping prioritize improvement opportunities.
• Track the outcomes of process improvements, including their effects on risk posture, reliability, efficiency, and client experience.

Required qualifications, capabilities & skills

• Experience in incident management, release or change management, business continuity, product management, or a relevant domain area.
• Strong written, verbal, and presentation skills, with experience preparing clear communications for stakeholders during time-sensitive situations.
• Experience supporting release and change processes, including readiness reviews, approvals, risk assessments, or back-out planning.
• Experience using automation and/or AI-enabled tooling to improve workflows, analysis, communications, or reporting.
• Strong analytical skills, including the ability to define or use operational metrics and identify trends that inform decisions.
• Understanding of risk and control concepts and the ability to work effectively in a governed environment.
• Ability to coordinate work and build effective relationships across engineering, product, operations, and control partners in a matrixed organization.
• Knowledge of electronic banking or payments products and systems.
• Strong attention to detail, prioritization, organization, and problem-solving skills.

Preferred qualifications, capabilities & skills

• Experience developing or improving dashboards and metrics related to platform stability, change risk, or release quality.
• Experience supporting major production-incident response, including impact assessment, action tracking, communications, and post-incident prevention.
• Experience working across multiple regions or time zones in a follow-the-sun operating model.
• Knowledge of payments risk, security, and resiliency practices.
• Experience contributing to process improvement through standardization, simplification, or automation.
• Experience working in a complex, highly matrixed organization.