Incident Manager

Are you an experienced Incident Manager on the lookout for a new challenge? Look no further! Thredd is excited to announce a new opening within our dynamic operations team. We are on the hunt for a skilled Incident Manager to help us tackle complex issues and keep our operations running smoothly.

You will take ownership in providing an industry leading approach to incident management in a rapidly growing business. Owning incident management from end to end, giving direction and structure within an incident scenario and conducting post-mortems upon resolution of each incident and subsequently creating incident reports.

What you'll do

• An industry leading and continually evolving approach to minimising incidents

• Identification of incidents as early as possible

• Industry leading approach to resolving incidents when they do occur

• Working with Operations, Technology, other colleagues and third parties to minimise the risk of incidents and ensure the earliest identification of any incident

• Owning an industry leading and regularly updated Incident response and resolution procedure

• Ensuring Thredd Incident Management procedure is understood by all colleagues likely to be involved (Including but not limited to Operations, Technology, Infosec, Customer Care, Customer Success, Marcomms, Risk and Compliance)

• Leading Thredd response when an Incident occurs.

You will be responsible for:

• Immediately assembling an incident response team of appropriately skilled, knowledgeable and empowered colleagues on identification of an incident.

• Leading that team through investigation of the incident, identification and confirmation of the root cause through to resolution (via interim remediation/mitigation as appropriate)

• Keeping the incident response team strictly focussed

• Drawing in additional resources as needed ensuring that Thredd colleagues, customers and impacted partners are kept fully up to date at all times

• Overseeing and confirming successful completion of any post incident clean up activity (e.g. corrections/reversion of temporary workarounds)

• Ensuring that all incident reports are completed in a timely manner and shared with impacted clients and internal teams as appropriate.

• Follow-up with all Stakeholders to deliver fixes, solutions to incident root causes and strengthening actions to avoid any recurrence

• Build and continually develop strong relationships and the highest levels of credibility with key stakeholders

• Provide incisive analysis and reports on long term incident and service availability trends. Drive action plans to further minimise incidents.

What you'll need

• Proven experience, preferably in a Problem Manager/Incident Leadership type role, ideally within a similar industry

• Proven leadership experience (either formal line management or ad hoc team leadership) in continually evolving/change intensive environments

• ITIL or similar certification

• Strong understanding of Mastercard and Visa processing, transaction processing systems, reconciliation

• Ability to remain calm and focused during time pressured situations

• Risk management – understand, appreciate and manage risk across multiple processes and markets

• Ability to thrive in a matrix leadership organisation

• Excellent oral and written communication skills in English

• Ability to perform well both within a geographically disparate team and autonomously

• Strong understanding of and adherence to Information Security requirements

• Experienced in MS Office

• A methodical approach with keen attention to detail

• Ability to multi-task and prioritise with strong sense of urgency and efficiency in completing deliverables

• A passion for high quality and customer satisfaction.

A bit about us….

We are Thredd, formerly Global Processing Services. Thredd sits at the heart of the global payments revolution, processing billions of transactions annually across 44 countries for the world's leading FinTechs, digital banks, and embedded finance providers. Thredd is certified by Mastercard and Visa to process and manage any credit, debit or pre-paid card transaction globally. We enable the emerging payments industry to deliver breakthrough innovations through a unique combination of proprietary technology, its people and partners.

Nice to have

Experience with:

• JIRA/Confluence

• 3D Secure (Verified by Visa/Mastercard ID Check)

• MDES/VDEP

• PCI DSS

• ISO 8583

• AppDynamics or similar monitoring tools (ELK) – Using, Maintaining & Improving.

• Attained ITIL Certified foundation level V3/V4

• Experience or exposure to SOAP and JSON

• Experience or exposure to Postman

-Understanding of cloud and hybrid deployed systems - Specifically AWS