Manager, Incident Management
- Brasil
- Permanente
- Período integral
- This is a senior individual contributor role, reporting to the Head of Payment Operations. You will leverage your incident and program management experience to build a formalized incident management process and playbooks, leading across five key areas:
- Monitoring: Establishment internal processes and monitoring mechanisms to monitor, assess and classify incidents or potential incidents.
- Management: In partnership with our Software & Security Ops organization, program management of major or cross-merchant incidents. Drive adoption of incident management framework to contain and recover from incidents.
- Communication: Proactive stakeholder notifications and communication of incident status, coordinating internally to create external communication, notifications and alerts.
- RCA/Post Incident Review: Ownership and management of root-cause-analysis process across internal teams. Coordinating or directly preparing Post-Incident-Reviews (PIRs) and associated post-mortem materials with a focus on learning and improving organizational capabilities and resiliency. Establishing processes and timelines for document creation, internal review, approvals, and external delivery.
- Measure: Create and manage Incident Performance Reporting (volume, cause, method of identification, recovery time, Impact, etc.), tracking incidents and providing data and insight into the areas which Trustly can improve.
- Coordinate incidents with different teams: dev team, customer support, banking operations, banking relations, customer success, product management.
- Help to enhance documentation to minimize repeating incidents.
- Execute the expansion of the existing structure.
- Run daily standup and planning meetings with direct reports and participate in periodic reports sessions with the leadership team.
- Experience in managing people, working with team development, hiring, feedbacks, performance reviews, meetings, documentation, planning and metrics.
- Understanding of Incident Management methodologies and processes (CritSit, ITIL, ITSM).
- You have established a clear and efficient communication and notification methodology to manage incidents and stakeholder expectations.
- You have led RCA or post mortem investigations to diagnose and learn from incidents.
- Experience in translating complex technology, product, and operational activities into succinct, informative summaries.
- Experience with ticket and case management systems.
- Collaborative and influential leadership outside of direct reporting lines.
- Very good English communication skills: The manager should be able to organize and participate in frequent calls and meetings with native and other foreign English speakers where you should understand AND speak.
- Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
- Life insurance with differentiated coverage;
- Meal voucher and supermarket voucher;
- Home Office Allowance;
- Wellhub - Platform that gives access to spaces for physical activities and online classes;
- Trustly Club - Discount at educational institutions and partner stores;
- Monthly happy hours with iFood coupon;
- English Program - Online group classes with a private teacher;
- Extended maternity and paternity leave;
- Birthday Off;
- Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
- Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
- Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
- Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!