About this role

Serves as primary point of contact for all major incidents across multiple core production systems (take part in a 24/7 on-call rotation).
Leads incident response, bridge calls, and escalations to ensure restoration of service to a normal state as quickly as possible.
Interface and collaborate with Engineering, Dev and Product teams.
Provide real-time internal & external communications to leadership and stakeholders related to major incidents.
Log incidents to maintain accurate documentation and KPIs.
Conduct post-incident root cause analysis and drive long term solutions to prevent recurrence of incidents.
Support the Change Control or other ITSM processes.

Bachelor’s degree in IT, Computer Science, or a related field (or 5+ years equivalent experience).
Extensive experience in managing incidents in the Payment industry.
Excellent problem-solving skills.
Strong understanding of ITIL framework and service management best practices.
Excellent communication and interpersonal skills.
Organized and capable of multi-tasking.
Proven ability to work under pressure in a dynamic environment.
Experience with monitoring and analytical tools such as Dynatrace, DataDog, Grafana, Splunk – advantage.
ITIL v3/v4 certification or other relevant ITSM certifications – advantage.

Incident Problem Manager

Key skills