Incident Management Process Lead

2 semanas atrás


Itapecerica da Serra, São Paulo, Brasil Trustly Tempo inteiro

About the Role

We are seeking a highly skilled Incident Management Process Lead to join our team at Trustly. As a key member of our Payment Operations team, you will be responsible for building and managing the end-to-end enterprise incident management lifecycle.

Key Responsibilities

  • Establish internal processes and monitoring mechanisms to monitor, assess and classify incidents or potential incidents.
  • Manage major or cross-merchant incidents in partnership with our Software & Security Ops organization.
  • Drive adoption of incident management framework to contain and recover from incidents.
  • Proactively notify stakeholders of incident status and coordinate internal communication.
  • Own and manage root-cause-analysis process across internal teams.
  • Create and manage Incident Performance Reporting (volume, cause, method of identification, recovery time, Impact, etc.).

Requirements

  • Experience in managing people, working with team development, hiring, feedbacks, performance reviews, meetings, documentation, planning and metrics.
  • Understanding of Incident Management methodologies and processes (CritSit, ITIL, ITSM).
  • Established clear and efficient communication and notification methodology to manage incidents and stakeholder expectations.
  • Experience in translating complex technology, product, and operational activities into succinct, informative summaries.
  • Experience with ticket and case management systems.

About Trustly

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.


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