Incident Manager

Job description

This a Full Remote job, the offer is available from: Asia, United States, Vietnam, Texas (USA)

Description

Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team and experience to rapidly issue and process Mastercard, Visa and UnionPay cards across more than 50 countries, at scale.

Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.

As an Incident Manager in SE Asia you’ll play the key role in driving the right level of response to incidents, determining impact and coordinate and lead fellow Paymentologists to mitigate, communicating to users and ensuring appropriate remediations and orchestrate the Root Cause Analysis (RCA) process.

What you get to do:

As Incident Manager you will oversee critical incidents in Paymentology´s operations, ensuring swift and effective responses that safeguard customers, services, and operations. To achieve this, you will drive resolution and communication, including leading client-facing incidents prioritising a "Client First" approach, coordinating with cross-functional teams for proactive updates, managing root cause analysis to identify and implement improvements within SLAs and user expectations.

Incident Management Leadership:
• Act as an Incident Commander, driving incident resolution and communications with urgency and accuracy.
• Lead client-facing incidents across domains, ensuring a "Client First" approach to determine impact and facilitate timely external communications.
• Ensure timely creation and progression of new problem tickets for recurring service issues until closure.
• Manage external Client facing incident calls, providing critical incident updates to senior stakeholders.
• Act as a central focal point for all internal senior and executive management critical incident escalations.

Collaboration:
• Collaborate with cross-functional technology and account management teams to update stakeholders and clients proactively.

Root Cause Analysis and Improvement:
• Own the root cause analysis process, conduct post-mortems, identify remediations, and ensure problem management meets SLAs and user expectations.
• Drive improvements in incident handling processes, metrics, and tooling based on incident data and trends.

Process Enhancement and Reporting:
• Drive a culture that reduces repeat incidents through shared learning and continuous process improvements.
• Contribute ideas to evolve processes, working practices, and stakeholder relationships to maintain a high-performance team.

Requirements

We're looking for a customer obsessed, critical thinker who can join the dots up from multiple data points. If you are someone who loves driving a timely solution to complex problems by facilitating, challenging, and getting the best out of the team you assemble during an incident, we'd like to hear from you!

What it takes to succeed:
• 6+ years of demonstrable major incident experience for organisations that run mission critical applications or always-on SaaS environments.
• Experience with user-facing communications and managing distributed architectures is preferred.
• Domain expertise in incident classes (technical, privacy, security, crisis), along with a continuous learning mindset about products, technical issues, and systems.
• Ability to convey complex technical details to senior stakeholders for real-time decision-making.
• Familiarity with ITIL disciplines (Event, Incident, Problem, Change & CSI) and full-stack development and support.
• Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause.
• Intermediate understanding of application development, application architectures, and applications deployed in cloud environments.
• Good understanding of infrastructure, including physical, virtual, and container-based platforms.
• Demonstrated quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools.
• Excellent task management skills & must be detail-oriented with the ability to remain composed, methodical, and think fast in a high-pressured environment.
• Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders.
• Proven ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with colleagues to deliver the right outcomes for our business and customers.
• Ability to learn quickly.
• Self-motivated with the ability to work in a fast-moving environment.