Senior Incident Manager

**WHO WE ARE**
- Founded in 2008, Trustly is the global leader in Open Banking Payments, and the U.S. is Trustly’s fastest-growing market. Today we serve 10,000 merchants, connecting them with over 650 million consumers and 7,600 banks in over 30 countries. In 2021, we processed over $20 billion in transaction volume in our global network.

Our digital account-to-account platform redefines the speed, simplicity, and security of payments. Consumers pay for purchases by simply signing into their bank accounts, bypassing the card networks, and never leaving a merchant’s site or app - no credit card numbers or separate account setup necessary. 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
**Senior Incident Manager **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.

**What you'll do**:

- This is a senior individual contributor role. 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.

**Who you are**:

- Solid incident and program management experience in a software or financial institution environment.
- 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 succinct, informative summaries.
- Experience with ticket and case management systems.
- Collaborative and influential leadership outside of direct reporting lines.

**Our perks and benefits**:

- Bradesco health and dental plan, for you and your dependents, with no co-payment cos
- Sulamérica life insurance with differentiated coverage
- Meal voucher and supermarket voucher
- Home Office Allowance
- Gympass - Platform that gives access to spaces for physical activities and online classes
- Trustly Club - Discount at educational institutions and partner stores
- Monthly happy hours with iFood coupon
- English Program - Here you have space to develop your English, and you can choose an Online Platform or English Classes in company
- Extended maternity and pater