Director, Contact Center, Fraud Operations
Walmart
Spark
Job Level
Senior
Tech Stack
Spark
About the role
- Develop and maintain an incident management process that aligns with industry best practices and company objectives
- Coordinate and lead the incident response process, ensuring rapid triage, escalation, and resolution across cross-functional teams
- Monitor and respond to all incident tickets and escalate as necessary to ensure timely resolution
- Identify and analyze incident trends to proactively prevent future occurrences
- Collaborate with engineering, product, support, and other teams to identify root causes and implement long-term fixes
- Communicate updates and progress to stakeholders, including senior management and customers
- Facilitate post-incident reviews and ensure follow-up actions are documented, tracked, and completed
- Develop and maintain incident management documentation, including runbooks, standard operating procedures and incident reports
- Conduct post-incident reviews and provide recommendations for process improvements
- Stay up-to-date with industry trends and developments related to incident management
- Analyze incident trends and metrics to identify systemic issues and propose proactive improvements
Requirements
- Bachelor's degree in Communications, Computer Science, Information Technology, or a related field
- Minimum of 3 years of experience in incident management or similar field, preferably in a software or technology company
- Excellent written and verbal communication skills — able to clearly explain complex or technical issues to a wide range of audiences
- Confident decision-maker with a calm, organized approach under pressure
- Technically curious — able to understand system architectures, application flows, and infrastructure at a high level
- Strong understanding of incident response workflows, communication protocols, and coordination best practices
- Familiarity with ITIL principles, SRE concepts, or similar operational frameworks a plus
- Proven track record of successfully managing and resolving complex incidents
- Strong problem-solving and critical thinking skills
- Ability to work under pressure and handle multiple incidents simultaneously
- Experience with tools such as Jira, PagerDuty, AI, Slack, or other incident management platforms a plus
- ITIL certification is a plus
