Incident Manager

Thunes; Barcelona; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

A leading company in global money movement seeks an Incident Manager to ensure exceptional customer experience during critical incidents. This role requires strong communication skills, the ability to manage real-time operational issues, and detailed analysis for continuous improvement. If you thrive in high-pressure environments and possess a customer-obsessed mindset, we encourage you to apply.

Formación

• 4+ years in Incident Management, Technical Account Management, or similar roles.
• Strong communication skills to convey technical concepts.
• Ability to stay composed and lead during real-time incidents.

Responsabilidades

• Coordinate during high-impact incidents, driving diagnosis and resolution timelines.
• Communicate with clients during outages, translating updates into clear messages.
• Document timelines and lead post-incident reviews.

Conocimientos

Communication

Customer-focused

Detail-oriented

Calm under pressure

Herramientas

Jira

Slack

Zendesk

Descripción del empleo

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Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally. Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit: https://www.thunes.com/

Context of The Role

This role suits someone who is equal parts calm firefighter and persuasive diplomat. As the Incident Manager, you'll sit at the intersection of real-time incident response and high-stakes customer communication.

Your mission? To ensure our most valued customers feel supported, informed, and prioritized at every turn. This role is critical in ensuring the smooth handling and resolution of

incidents affecting our services, minimizing customer impact, and improving operational performance.

This is a hands-on, high impact role that requires excellent communication and a deep customer focus. The ideal candidate is calm under pressure, highly organized, and thrives in a fast-paced, high stakes environment. You will play a key role in managing real-time operational issues and collaborating across teams to drive timely resolution and long-term improvements.

Key Responsibilities

• Incident Command: Act as the primary coordinator during high-impact incidents, driving diagnosis, action plans, and resolution timelines across Ops, Tech, and Product.
• Customer Ownership: Serve as the communication bridge for strategic clients during outages, translating technical updates into clear, confidence-inspiring messages.
• Narrative Control: Lead internal and external communications during incidents; own the frequency, tone, and accuracy of all updates.
• Stakeholder Management: Interface seamlessly with Product, Sales, Compliance, and senior leadership to balance internal priorities with customer realities.
• Root Cause & Review: Document timelines, lead post-incident reviews, and deliver customer-facing root cause analysis reports that reinforce trust.
• Process Evolution: Improve escalation frameworks, customer-specific response protocols and continually look at ways to improve our processes / create more efficiencies.

Skill/Qualification Requirements

• 4+ years in Incident Management, Technical Account Management, NOC, or CX in a tech/fintech setting.
• Strong communication skills - you are an excellent communicator that can explain technical concepts in clear, customer friendly ways.
• Ability to thrive under pressure, maintain composure, and lead in real-time.
• A customer-obsessed mindset - you feel accountable for the client experience during every incident.
• Strong understanding of operational processes and service-level metrics.
• Detail-oriented with a keen eye for accuracy and tone in every update.
• Familiarity with tools like Jira, Slack, Zendesk, monitoring platforms, etc.
• Willingness to be on-call during major customer-impacting incidents.

Sounds like you? Apply today!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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