Manager, Incident Management

What you will do:

• 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.

Who you are:

• 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.

Our perks and Benefits:

• 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!

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