Manage payment incidents by ensuring the presence of the right stakeholders as quickly as possible and maintaining proper communication with all partners; Be the spokesperson for the Global Transaction Payment Services professions during production instances, by arbitrating priorities if needed and identifying impacts and risks; Ensures that flow management department's needs for the incident system are reported; Establish a privileged link with Global Transaction Banking business lines to fully understand their needs; Identify and implement actions that will mark an improvement in the perception of incidents; Work in strong collaboration with Global Business Service Unit to inform the customer vision at the heart of incident processes; Incident Coordinator is the entry point both from the point of view of change and its operational implementation; Produce documents outlining incident protocols; Prioritize incidents according to their urgency and fluence in the business; Provide support and functional facilitation to team members on processes and change management for the Incident Management project; Detect needs on behalf of flow management department regarding stability and robustness and ensure their monitoring by the technical teams; Communicate with management if a major impact for the client are highlighted; Interact with users who open IT support tickets throughout the incident lifecycle , from initial impact assessment to follow up after the incident is closed; Log all incidents and their resolution to identify and prevent recurring malfunctions.