Serious Incident Manager

PagoNxt Payments is Santander Group's global payments platform, focused on providing tailored financial infrastructure for companies, banks, and fintechs — both inside and outside the Santander ecosystem.

With operations in over 10 countries, our mission is clear: to simplify payments and empower businesses through secure, flexible, data-driven technology.

We operate on a cloud-native architecture designed to scale and adapt to the needs of global organizations. Our platform supports international transactions, FX, multi-currency accounts, regulatory compliance, and fraud prevention — all under a unified approach.

PagoNxt Payments combines the agility of a fintech with the reliability of a global bank. With teams across Spain, Brazil, Mexico, Portugal, the UK, and Germany, we are building the future of payments at global scale.

If you want to be part of the next generation of financial solutions — this is the place.

Imagine your future. Care for your career. Simplify your journey.

This means you'll have the opportunity to build impactful solutions, grow with real development opportunities, and thrive in a culture that values well-being, inclusion, and clarity.

We combine flexibility, autonomy, and global collaboration — so you can focus on what matters, connect with purpose, and shape what's next.

You'll find space to grow, real opportunities to lead, and a culture where everyone belongs and contributes.

Are you ready to be a Nxter?

At PagoNxt Payments, we're looking for a Serious Incident Manager to join our team in PagoNxt Payments.

What you'll do

• You will be a key actor in the implementation of our Service strategy across all clients and services. This comprises of three challenges: minimize incident impact by reducing resolution times, manage problems to avoid incident recurrence and enhance processes towards an agile model. To this end, you will collaborate tightly with other stakeholders (Product, Platform, Development, Operations, Business, SDS) to ensure collaboration, transparency, teamwork and customer focus.
• You will be responsible for client communication during incidents displaying an assertive role to our customers, effectively conveying relevant information towards resolving incidents.
• As a MIM, you will lead, and assist other MIM teams.
• You will be responsible for the incident management and forensics for the successful implementation of the Service for our Clients in coordination with Local and Global Payment Hub teams.
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Identify areas for improvement
• Follow-up of the problem improvement plans

What we're looking for

• We are looking for an experienced incident manager, skilled in crisis management, with provable experience in incident triage, impact assessment, tech team coordination, escalation comms, etc.
• An interest in problem-solving and tackling challenges is essential for this position. Learning by doing and not being afraid to make mistakes, while delivering usable solutions, will make you successful in this job.
• Advanced English and Spanish level.
• Knowledge of areas of the Financial Industry will be a plus, preferably in the Payments area
• Systems or Computing Engineering, Maths, Physics, Economics, Business Administration or similar.
• Excellent team player.
• Influencing others with and without formal authority.
• Well-structured and organized.
• Establish course of actions for self and others to ensure that work is completed with the triple constraint of quality, time and cost.
• Ability to prioritize and focus on the most important issues at hand.
• Ability to master complexity by a structured breakdown.
• Understanding of abstract concepts and structured models and ability to apply them in imperfect reality.
• Proactivity and drive for continuous improvement.
• Strong analytical, communication and presentation skills, with excellent English, both written and spoken.
• Advanced English and Portuguese needed, minimal Spanish level desirable.

What we offer

Medical assistance

Dental assistance

Wellhub

Birthday day off

Life insurance

Annual vaccination campaign

Transportation allowance

Meal voucher/food voucher

Profit sharing program

Specialized Personal Support Program (PAPE)

Next step

Apply and if you know someone who might be looking for this opportunity, share it.