About this position 

We are looking for a highly skilled and detail-oriented Incident Manager to be a key player in the operations of our leading fintech platform. 

 The Incident Manager will come into the company as a member of the Managed Services team and report to the Incident Management Leader.  

The candidate will oversee the identification, analysis, and resolution of IT incidents to minimize business disruptions. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of IT service management (ITSM) frameworks, particularly ITIL. 

Key Responsibilities: 

• Monitor, assess, and manage IT incidents to ensure prompt resolution and minimal business impact.  
• Act as the primary point of contact for incident escalations, ensuring effective communication with stakeholders (customers, company and partners).  
• Orchestrate the resolution of the incidents in a timely and efficient manner, managing the communications with the stakeholders using the established channels. 
• Elaborate the Root Cause Analysis (RCA) coordinating with technical teams to diagnose root causes, implement solutions and prevent recurrence.  
• Maintain accurate incident records, documenting actions taken, root causes, times, resolutions and impact. 
• Develop and refine incident response procedures to enhance efficiency and effectiveness.  
• Provide timely updates to management, customers, and end-users on incident status and resolution progress.  
• Collaborate with Problem Management teams to identify trends and implement corrective measures.  
• Conduct post-incident reviews, contribute to continuous improvement initiatives and follow up on commitments.  
• Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).  
• Elaborate incident and SLA reports requested by customers and by the company. 
• Support business continuity and disaster recovery planning efforts. 

Qualifications & Skills:  

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).  
• 3+ years of experience in IT incident management, service operations, or a related role.  
• Strong knowledge of ITIL processes and best practices; ITIL Foundation certification is preferred.  
• Experience using ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.  
• Excellent analytical, proactive and problem-solving skills with the ability to prioritize under pressure.  
• Strong interpersonal and communication skills to interact with technical teams and stakeholders.  
• Ability to work in a fast-paced, high-pressure environment and manage multiple incidents simultaneously.  
• Understanding of networking, cloud environments, and enterprise IT infrastructure is a plus. 

Preferred Qualifications: 

• Experience in fintech industry 
• ITIL Intermediate or Expert certification.   
• Experience with automation and AI-driven incident management solutions.  
• Familiarity with cybersecurity incident response frameworks.  
• Experience with monitoring, alarms and visualization tools such as Grafana, DataDog, Nagios, Looker and Pandora.