Incident Manager – Power BI (Payments Operations)

JR Spain; A distancia; EUR 50.000 - 70.000; A tiempo parcial

Descripción de la vacante

A leading payments-sector firm is seeking an Incident Manager for their Merchant Operations team. This freelance position, which can be done remotely from Spain, aims to support incident resolution affecting merchant activity within a 4-5 month duration. Key responsibilities include managing the incident lifecycle, prioritizing issues, and collaborating with IT and business teams. The role requires proficiency in Power BI and a strong background in Service Management. Preferred candidates are based in Madrid or nearby.

Formación

• Experience in Service Management / Production Support (ISO 27001).
• Understanding of Business Continuity (ISO 22301).
• Strong background in Incident Management & Change Control.

Responsabilidades

• Lead end-to-end incident lifecycle for merchant issues.
• Classify and prioritize incidents.
• Coordinate with IT, Systems, Operations, and Business teams.

Conocimientos

Service Management

Incident Management

Change Control

Communication Skills

Herramientas

Excel

Power BI

Ticketing Systems

SharePoint

Descripción del empleo

Job Description

Freelance project via Shakers · Remote from Spain (Madrid based preferred) · 4–5 months project

We’re supporting a leading payments-sector company in finding an Incident Manager to join their Merchant Operations team.

A key role at the intersection of business and technology, ensuring that incidents affecting merchant activity (POS terminals, acquiring, payment flows) are resolved quickly and accurately.

What You’ll Do

• Lead the end-to-end incident lifecycle for issues impacting merchants (business + software).
• Classify and prioritize incidents (critical, urgent, medium, basic).
• Coordinate and follow up with IT, Systems, Operations and Business teams.
• Act as the main point of communication with stakeholders.
• Build and maintain dashboards and reports in Power BI for management.
• Oversee providers, track SLAs and support change control processes.
• Document impact, status and resolution progress clearly and consistently.

What You Bring

• Experience in Service Management / Production Support (ISO 27001).
• Understanding of Business Continuity (ISO 22301).
• Strong background in Incident Management & Change Control.
• Solid communication skills working across multiple teams and vendors.
• Tools: Ticketing systems, Excel, Power BI, SharePoint.
• Ideally familiar with payments / acquiring / merchant operations.

Nice to Have

• Banking environment experience.
• English for reading technical documentation.
• Based in Madrid or nearby.
• Freelance collaboration through Shakers
• Duration: 4–5 months (maternity leave coverage)