Related skills
payments fintech itil incident management slas📋 Description
- Act as the Incident Commander during critical incidents, coordinating multiple tech teams.
- Perform incident classification, prioritization, and escalation with clear communication.
- Lead war rooms, aligning diagnosis, action plans, timelines, and ownership.
- Track SLAs, response times, and resolution metrics (MTTD/MTTA/MTTR).
- Validate incident closure and governance records (documentation and evidence).
- Lead or support post-mortems/RCAs, ensuring learning and preventive actions.
🎯 Requirements
- Solid experience in Incident Management in payments/tech 24x7 ops (NOC/SOC).
- Strong coordination, decision-making, and leadership under pressure.
- Experience with technical and executive escalation.
- Excellent verbal and written comms; translate tech topics for non-tech audiences.
- Hands-on experience with SLAs, KPIs, and incident metrics.
- ITIL knowledge and governance frameworks.
🎁 Benefits
- Performance Bonus: annual bonus based on results.
- Meal Allowance: monthly meals budget.
- EBANX Education: financial support for degrees and MBA.
- EBANX Skills: budget for courses and certifications.
- Language Classes: language learning support.
- Health & Well-being: medical and dental plans with dependents.
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