Incident Manager - EMEA

Paymentology is the first truly global issuerprocessor 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 multicloud platform offering both shared and dedicated processing instances vast global presence and richer realtime data set us apart as the leader in payments.

As an Incident Manager in EMEA 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.

You ll work together with other Incident Managers and Engineers globally to ensure solid 24/7 coverage on how we monitor detect respond communicate and mitigate incidents. When not managing incidents youll help scale our ability to respond to incidents improve our operations analyse data to provide insights and deepen our technical expertise in products. As a result you ll be seen as the protector of our users in minimizing the impact of incidents on their business and ensuring that Paymentology is always thinking of our customers.

• Act as an oncall Incident Commander responsible for driving and managing incident resolution & communications with a high level of urgency crossfunctional collaboration and accuracy while partnering with a global and diverse set of teams including Engineering Product Customer Support Account teams Risk & Fraud etc.
• Lead all userfacing incidents across domains at Paymentology.
• User First approach to determine impact providing accurate situation reports facilitating comms bridges and ensuring useful and timely external communications to users.
• Proactively update internal stakeholders customers & make decisions through data and influence by partnering with Engineering Support and other crossfunctional teams.
• Own the root cause analysis process while conducting postmortems remediations identification and ensure problem management tasks meet SLA and user expectations.
• Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of our incidents in collaboration with engineering product and other operations teams.
• Ensure the creation and progression of new problem tickets for recurrent service issues in a timely manner through to closure.
• Drive a culture that reduces repeat incidents helping to join the dots up through shared learning.
• Support the review of all incidents across all priorities to identify the thematic root causes impacts and actions detailing accurate and timely reports to key forums to drive improved decision making.
• Contribute ideas to evolve our processes working practices and stakeholder relationships so that we continue to be recognised as a high performing value adding team.

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

#LIRemote

Requirements :

What it takes to succeed:

Were looking for a customer obsessed critical thinker who can join the dots up from multiple data points and 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 to drive the right outcomes for our customers.

• 4 years of demonstrable major incident experience for organizations that run mission critical applications or alwayson SaaS environments.
• 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 containerbased platforms
• Demonstrated quantitative and analytical skills in data manipulation using SQL Splunk or other tools.
• Excellent task management skills & must be detailoriented with the ability to remain composed methodical and think fast in a highpressured environment.
• Exceptional written and verbal English communication skills with the ability to translate complex technical issues for internal and external stakeholders.
• Strong awareness of their teams abilities and know that our people are our biggest asset.
• 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 we provide a training programme that requires selfdriven learning. This is a key component to help rampup in the job as well as progress your career quickly.
• A love of technology an ideal candidate will have technology running through their veins and impart that passion to clients and the rest of the team.
• Selfmotivated with the ability to work in a fastmoving environment.
• The role does require weekend support as part of a rotating shiftbased coverage. As we mature we may consider moving this to an oncall arrangement.

Preferred Experience:

• Domain expertise in classes of incidents such as technical privacy security or crisis with a strong desire to continuously learn about our products technical issues and systems.
• Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate realtime decision making.
• Experience with broad userfacing communications (e.g. status pages) and/or targeted communications (e.g. direct emails support ticket responses).
• Familiarity operating or managing distributed architectures with the ability to correlate system behaviours based on known interdependencies.
• Demonstrated understanding of full stack development and support.
• A solid & demonstratable understanding of Proven experience of working with ITIL disciplines (Event Incident Problem Change & CSI).

This is a fulltime remote contractor position and we are looking for candidates in EMEA. Working flexible hours and shifts is essential for our remote team to function.

Remote Work :

Yes

Employment Type :

Independent Contractor Shifts