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An Incident Manager is responsible for overseeing and managing the response to IT incidents within an organization to ensure that any disruption to business operations is minimized. The Incident Manager ensures the timely restoration of services, communicates with relevant stakeholders, and drives continuous improvement in incident management processes. The role requires a strong ability to manage high-pressure situations, coordinate cross-functional teams, and lead incident resolution efforts effectively.
Required Skills and Qualifications:
Preferred Qualifications:
Personal Attributes:
An Incident Manager is responsible for overseeing and managing the response to IT incidents within an organization to ensure that any disruption to business operations is minimized. The Incident Manager ensures the timely restoration of services, communicates with relevant stakeholders, and drives continuous improvement in incident management processes. The role requires a strong ability to manage high-pressure situations, coordinate cross-functional teams, and lead incident resolution efforts effectively.
,[Lead the incident management process for all critical IT and business service disruptions connected to Payments, ensuring that incidents are classified, prioritized, and escalated correctly., Act as the primary point of contact during major incidents, coordinating with IT support, operations, and business stakeholders., Ensure incidents are resolved within agreed Service Level Agreements (SLAs) and minimize downtime or business impact., Provide incident status updates to stakeholders, ensuring transparent and timely communication throughout the resolution process., Ensure that all incidents are logged and documented in the Jira for historical tracking and analysis., Direct and manage a cross-functional team (e.g., technical support, development, infrastructure, security) to investigate and resolve incidents as well as executing operational tasks such as upgrades or similar., Facilitate and lead incident post-mortems to identify root causes and recommend corrective actions as well as reporting on financial impact., Implement and oversee incident resolution workflows, ensuring the process is followed and maintained. Continuously review and refine the incident management process to improve efficiency, speed of resolution, and customer satisfaction., Develop and maintain incident management documentation, including incident classification, escalation procedures, and resolution guidelines in alignment with the NOC team., Produce incident reports post-resolution to capture learnings, impact analysis, and recommendations., Monitor and track incident management performance against SLAs and Key Performance Indicators (KPIs)., Provide training to payment engineering teams and other relevant departments (such as the NOC team) on incident management procedures, best practices, and tools., Promote awareness of the incident management process across the organization to ensure consistent adherence and alignment. Requirements: Degree, ITIL, Jira, Communication skills, Stakeholder management, Problem-solving skills, Leadership skills, Cloud, GCP Additionally: Sport subscription, Private healthcare, Flat structure, International projects, Free coffee, Canteen, Bike parking, Modern office, Startup atmosphere, No dress code.