Global Incident Manager
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Job Description
Global Incident Manager coordinating resolution of major incidents impacting payment and fraud detection systems at Vesta.io. Requires strong leadership and communication skills in a regulated environment.
Responsibilities:
- Own the end-to-end lifecycle of major and high-priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust.
- Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions.
- Participate in the global on-call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours.
- Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams.
- Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders.
- Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds.
- Deliver real-time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post-incident communications and root cause summaries.
- Lead blameless post-mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes.
- Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability.
- Ensure incident records meet standards required by PCI-DSS, ISO 27001, GDPR, and local financial regulatory bodies.
Requirements:
- 5+ years of experience in IT/Tech Incident Management, ideally in fintech, payments, or e-commerce.
- Experience managing incidents affecting real-time transaction systems, fraud platforms, or customer-facing financial APIs.
- Strong knowledge of incident response frameworks (ITIL).
- Excellent stakeholder management and real-time decision-making under pressure.
- Familiarity with payment gateways, fraud detection systems, and banking integrations.
- Proficient in incident tracking systems (e.g., Splunk-Oncall, ServiceNow, Jira).
- Practical experience using modern monitoring and telemetry tools (e.g., Prometheus and Splunk).
- Basic data analysis skills using Tableau, Splunk or other tools.
- Proficient in working in an Agile environment (e.g., Kanban).
- Fluent in English with excellent verbal and written communication skills.
- Desirable: Technical understanding of systems architecture (e.g., APIs, databases, cloud platforms).
- Experience working with InfoSec or SOC teams.
- ITIL or PMP certifications are an advantage.
Benefits:
- 24/7 On-Call Rotation
- Professional development opportunities
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