• Manage IRM (Incident Response Management) issues received via email or Jira from Discovery to Closure • Apply proven project management methodologies (both traditional/waterfall and agile/scrum) to coordinate all planning, development, testing, documentation, and implementation activities • Develop project management deliverables, including project forms, scope, requirements, plans, issue tracking and status reports • Investigate and collect details of the incident in its entirety, validate data received, assess and determine the impact, and engage the appropriate stakeholders • Work with cross-functional teams to fix and remediate the issues in a timely manner • Ensure steps have been taken to suspend production of impacted workflows for ongoing issues • Schedule, lead and facilitate IRM meetings/calls • Document the findings, action items, and next steps • Submit detailed EDM tickets for impact lists • Validate report received and work with EDM to ensure the correct and complete data is pulled • Enforce project deadlines and schedules • Follow up on tickets submitted (Fix, RCA, EDM) to ensure prioritization and progress and escalate as needed • Prepare and upload batches for re-run audits • Work with Operations Mgmt. on upload schedule • Work with PSO on creating custom accounts and/or packages if needed • Monitor batch progress and completion • Engage Operations for post audit review assistance • Spot check results received before finalizing impact then seed the list • Track progress of the projects and deliverables and regularly report status to stakeholders and internal clients • Create client talk track and upon request, client facing RCA, and obtain approval from Compliance before distributing • Update and provide support to Account Management and CET on incidents and next steps • Assist with submitting new orders and client credits as needed • Conduct postmortem “lessons learned” review sessions • Identify gaps in our processes and recommend solutions to optimize the quality of our services and products