Incident Manager at Stefanini managing IT service incidents, ensuring operational continuity and quality. Leading crisis rooms and supporting problem management under ITIL practices.
About the role
- Technical Incident Response Analyst managing incident communications and stakeholder engagement at Nuvei, a leading fintech company providing versatile payment processing solutions globally.
Responsibilities
- Serve as point of contact for internal communications related to production incidents and outages.
- Collaborate closely with IPM and OCC to gather accurate, real-time information regarding incident scope, impact, and progress.
- Ensure consistent, timely updates are communicated throughout the incident lifecycle
- Prepare official business summaries and internal incident statements.
- Draft external-facing documents for clients, including Incident Reports (IR) and Root Cause Analysis (RCA) reports.
- Maintain detailed incident records, including timelines, actions taken, decisions made, and final resolutions.
- Develop, update, and maintain internal documentation and support procedures to ensure teams have access to current and accurate processes.
- Interface with internal teams such as Customer Support, IT, Product Development, and Operations to provide clear and regular updates on incident status and resolution progress.
- Establish and maintain strong working relationships with key internal and external stakeholders to ensure effective communication during high-pressure situations.
Requirements
- Experience in the creation and distribution of external root cause analysis reports.
- Proven experience in internal production and incident communication, preferably within the fintech or payment service provider industry.
- Strong understanding of incident response processes and problem management.
- Exceptional written and verbal English communication skills.
- Ability to distill complex technical information into clear and understandable messages for a non-technical audience.
- Detail-oriented with excellent organizational and multitasking abilities
- Availability to work non-standard hours when required, in a dynamic production environment.
Benefits
- Competitive remuneration package and flexible benefits.
- Private Medical Insurance.
- Access to benefit platform.
- Glasses reimbursement.
- Free tea & coffee.
- Access to the relaxation area where we have PlayStation 5, Ping-pong, team games and other facilities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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