Manager, Incident Management

3 meses atrás

Vitória ES, Brasil Trustly Tempo inteiro

**WHO WE ARE**

The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $58 billion annually.

We are the leader in Open Banking Payments, and we’re on a mission to give merchants and consumers a better payment experience through Pay by Bank. For merchants, we deliver payment acceptance at a significantly lower cost than cards. For consumers, we enable them to use their bank accounts at payment methods instead of being held captive by high-interest cards. And it all happens through the security of Open Banking, only with Trustly.

With offices in Vitoria, Brazil, Silicon Valley in the US, and global headquarters in Stockholm, Sweden, we are a culturally diverse team. Across Brazil, we have embraced remote work from home policy.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

It’s a great time to join Trustly as the Americas team is growing fast. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out

**About the team**

Come join our rocket-ship Trustly is an international fintech with a vision to build the leading global alternative payments network. We have seen tremendous growth in the use of our products which enable digital payments from users bank accounts on company websites, without the need of a credit card, app download or registration. Our Mission is to build payment services that empower consumers to obtain a better financial life and merchants to realize payment independence.

As a Manager, Incident Management at Trustly you will be collaborating with internal stakeholders in building and managing the end-to-end enterprise incident management lifecycle - detect, assess/classify, contain, communicate, recover, and learn. The manager will be responsible for supporting the team on disputes and providing guidance during discussions resolution.

**What you will do**:

- This is a senior individual contributor role, reporting to the Head of Payment Operations. You will leverage your incident and program management experience to build a formalized incident management process and playbooks, leading across five key areas:

- Monitoring: Establishment internal processes and monitoring mechanisms to monitor, assess and classify incidents or potential incidents.
- Management: In partnership with our Software & Security Ops organization, program management of major or cross-merchant incidents. Drive adoption of incident management framework to contain and recover from incidents.
- Communication: Proactive stakeholder notifications and communication of incident status, coordinating internally to create external communication, notifications and alerts.
- RCA/Post Incident Review: Ownership and management of root-cause-analysis process across internal teams. Coordinating or directly preparing Post-Incident-Reviews (PIRs) and associated post-mortem materials with a focus on learning and improving organizational capabilities and resiliency. Establishing processes and timelines for document creation, internal review, approvals, and external delivery.
- Measure: Create and manage Incident Performance Reporting (volume, cause, method of identification, recovery time, Impact, etc.), tracking incidents and providing data and insight into the areas which Trustly can improve.
- Coordinate incidents with different teams: dev team, customer support, banking operations, banking relations, customer success, product management.
- Help to enhance documentation to minimize repeating incidents.
- Execute the expansion of the existing structure.
- Run daily standup and planning meetings with direct reports and participate in periodic reports sessions with the leadership team.

**Who you are**:

- Experience in managing people, working with team development, hiring, feedback, performance reviews, meetings, documentation, planning, and metrics.
- Understanding of Incident Management methodologies and processes (CritSit, ITIL, ITSM).
- You have established a clear and efficient communication and notification methodology to manage incidents and stakeholder expectations.
- You have led RCA or post-mortem investigations to diagnose and learn from incidents.
- Experience in translating complex technology, product, and operational activities into concise, inform

  • Senior Incident Management Leader

    2 semanas atrás

    Vitória, Espírito Santo, Brasil Trustly Tempo inteiro

    About UsTrustly Americas brings together the expertise of PayWithMyBank and Trustly AB, a 2019 merger that created a global alternative payments network. Our diverse team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries.We are the leader in Open Banking Payments, committed to...

  • Iol Manager

    3 meses atrás

    Vitória, ES, Brasil Alcon Tempo inteiro

    About Alcon Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. We offer the most complete line of ophthalmic surgical devices, as well as a differentiated consumer eye care, contact lens, contact lens care and consumer eye care products for dry eye and allergy, to help patients see, look and feel their best....

  • Account Manager, Surgical

    4 meses atrás

    Vitória, ES, Brasil Alcon Tempo inteiro

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...

  • Governança Pessoa Analista de Processos Ti

    3 meses atrás

    Vitória, ES, Brasil Nexa Vagas Tempo inteiro

    Oi, tudo bem? Se você é uma pessoa conectada, movida por desafios e entende que relacionamento é a base da transformação digital. Chegou o seu momento de fazer parte de um time de sucesso que valoriza boas relações! Aqui respiramos tecnologia e inovação, venha conosco! **Responsabilidades e atribuições** - Atuar como **SMT (Situation Management...

  • Manager of Documentation

    Há 1 mês

    Guarapari, ES, Brasil CRC Evans Tempo inteiro

    The Manager of Documentation will be responsible for the work of a number of Technical Authors/Technical Officers and/or Junior Trainee Coating Engineers . The role requires strong organizational, communication, and problem-solving skills. You will also be responsible/ the manager of documents and quality control and will be responsible for coordinating...

  • Associate Product Manager

    4 meses atrás

    Vitória, ES, Brasil Trustly Tempo inteiro

    **WHO WE ARE** The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $58 billion annually. We are the...

  • Trg Technical Team Manager 2

    4 semanas atrás

    Vitória, Brasil Computacenter Tempo inteiro

    **Location**: Spain - VITORIA-GAST | **Job-ID**: 210776 | **Contract type**: Fixed Term Contract | **Business Unit**: Others **The TRG Team in Spain is looking for a Technical Team Manager to support the TRG Management Team with.** **Key Responsibilities**: People Management - Seek input from Service Management or Local Management (TL or ODM) for...

  • Ti: Pessoa Analista de Segurança da Informação Jr

    2 meses atrás

    Vitória, ES, Brasil Wine.com.br Tempo inteiro

    Oieee Se você é uma pessoa inquieta, movida a desafios e resultados, com habilidade para vendas e se identifica com uma empresa com ambiente dinâmico e inovador, então, essa oportunidade é para **você**! **Responsabilidades e atribuições** Você será responsável por: - Contribuir com os projetos de Cyber e Segurança da Informação; - Facilitar...

  • Cyber Defense Analyst

    4 semanas atrás

    Vitória, ES, Brasil ISH Tecnologia SA. Tempo inteiro

    Job Description Você já se imaginou trabalhando em um lugar em constante transformação digital, inovação, colaboração e crescimento... A ISH é o SEU lugar! Venha trilhar os caminhos da #estradaparaofuturo junto com a gente! O que nos MOVE ? COMPROMETIMENTO e ÉTICA nos relacionamentos Vontade de INOVAR e a capacidade de se adaptar às...

  • Senior Logistics Manager

    3 semanas atrás

    Vitória de Santo Antão, Pernambuco, Brasil Mondelez España Galletas Production Slu Tempo inteiro

    Job OverviewWe are seeking a highly experienced Senior Logistics Manager to join our team at Mondelez Brasil. This is a great opportunity for an individual who wants to drive their future and accelerate their career in logistics operations management.About the RoleThe successful candidate will be responsible for executing warehouse operations, ensuring...

  • Analista de Processos TI Especializado em Gerenciamento de Crises

    2 meses atrás

    Vitória, Espírito Santo, Brasil Nexa Vagas Tempo inteiro

    Desenvolva sua carreira como Analista de Processos TINexa Vagas é uma empresa com mais de 20 anos no mercado, que identifica, desenha, implementa e suporta soluções e serviços tecnológicos para diferentes tipos de empresas.Estamos procurando por um profissional experiente para atuar como SMT (Situation Management Team) no Processo de Disponibilidade...

  • Offshore Maintenance Superintendent

    3 meses atrás

    Vitória, Brasil BW Energy Tempo inteiro

    BW Energy is currently in search of a Maintenance Superintendent to join our team in Brazil. Please note that this is an offshore position. Key tasks and responsibilities Manage and control the Maintenance Department to ensure safe and efficient functioning of all technical facilities; Responsible for all maintenance functions (mechanical, electrical,...

  • Site Manager Fotovoltaico

    Há 1 mês

    Região Geográfica Intermediária de Vitória da Conquista, Brasil SunCity s.r.l. Tempo inteiro

    Cerchiamo un tecnico esperto in impianti fotovoltaici da inserire come site manager della nostra B.U. dedicata al fotovoltaico industriale e utility scale. La risorsa si occuperà di seguire la realizzazione e l’esercizio di impianti fotovoltaici industriali (prevalentemente realizzati su copertura) e/o utility scale su tutto il territorio nazionale con...

  • People Lead Labor Relations Manager

    2 meses atrás

    Vitória De Santo Antão, Brasil Mondelez International Tempo inteiro

    People Lead Labor Relations ManagerAre You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Possible. Our employees are key ingredients to our success, and you will help deliver high-quality labor relations strategies. To accomplish this, you will provide support to managers, site leaders, and the...

  • Facilities and Operations Manager

    3 semanas atrás

    Região Geográfica Intermediária de Vitória da Conquista, Brasil Ywca Nein Tempo inteiro

    Job SummaryWe are seeking a skilled Facilities and Operations Manager to join our team at YWCA Northeast Indiana. This role is responsible for maintaining a safe and clean environment for clients, residents, visitors, volunteers, staff, and all stakeholders. The successful candidate will also be responsible for ensuring the smooth operation of YWCA...

  • Analista de SOC

    3 semanas atrás

    Vitória, Brasil FourHands Brasil Tempo inteiro

    Responsabilidades e Atribuições Atuar na implementação de projetos SOC-Security Operation Center, de baixa a alta complexidade, visando garantir o monitoramento contínuo dos ativos cibernéticos do cliente.  Atuar como apoio técnico da equipe de analistas de menor maturidade, na tratativa de problemas detectados e na implementação de ações para...

  • ISH Tecnologia S/A. | Cyber Defense Analyst

    4 semanas atrás

    vitória, Brasil ISH Tecnologia SA. Tempo inteiro

    Job DescriptionVocê já se imaginou trabalhando em um lugar em constante transformação digital, inovação, colaboração e crescimento... A ISH é o SEU lugar!Venha trilhar os caminhos da #estradaparaofuturo junto com a gente!O que nos MOVE ?COMPROMETIMENTO e ÉTICA nos relacionamentosVontade de INOVAR e a capacidade de se adaptar às...

  • Cyber Defense Analyst

    4 semanas atrás

    Vitória, Brasil ISH Tecnologia SA. Tempo inteiro

    Job DescriptionVocê já se imaginou trabalhando em um lugar em constante transformação digital, inovação, colaboração e crescimento... A ISH é o SEU lugar!Venha trilhar os caminhos da #estradaparaofuturo junto com a gente!O que nosMOVE?COMPROMETIMENTOeÉTICAnos relacionamentosVontade deINOVARe a capacidade de se adaptar às mudançasCapacidade de...

  • Cyber Defense Analyst

    4 semanas atrás

    Vitória, Brasil ISH Tecnologia Tempo inteiro

    Job Description Você já se imaginou trabalhando em um lugar em constante transformação digital, inovação, colaboração e crescimento... A ISH é o SEU lugar!Venha trilhar os caminhos da #estradaparaofuturo junto com a gente!O que nos MOVE ?COMPROMETIMENTO e ÉTICA nos relacionamentosVontade de INOVAR e a capacidade de se adaptar às...

  • ISH Tecnologia S/A. | Cyber Defense Analyst

    4 semanas atrás

    vitória, Brasil ISH Tecnologia SA. Tempo inteiro

    Job DescriptionVocê já se imaginou trabalhando em um lugar em constante transformação digital, inovação, colaboração e crescimento... A ISH é o SEU lugar!Venha trilhar os caminhos da #estradaparaofuturo junto com a gente!O que nos MOVE?COMPROMETIMENTO e ÉTICA nos relacionamentosVontade de INOVAR e a capacidade de se adaptar às mudançasCapacidade...