Incident and Problem Manager

Global Processing Services; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as an Incident and Problem Manager, where you'll oversee incident management processes and drive problem resolution in a dynamic fintech environment. This role is crucial for ensuring minimal disruption during incidents and fostering collaboration across departments. You'll lead root cause analyses, implement solutions, and maintain strong relationships with stakeholders and vendors. If you're passionate about enhancing service quality and have a knack for process optimization, this position offers a unique opportunity to make a significant impact in the payments industry.

Qualifications

• Proven experience in IT service management or incident management.
• Hands-on experience in a technology-driven environment.

Responsibilities

• Lead end-to-end management of incidents ensuring timely resolution.
• Take ownership of problem management to prevent recurrence.

Skills

IT service management

incident management

problem management

stakeholder communication

root cause analysis

Job description

Job Title: Incident and Problem Manager

Location: London/Remote

About Role

The Incident & Problem Manager will be accountable for overseeing the internal incident management process for business impacting events, ensuring that triage, external escalations, customer communication, and service restoration are managed in an expedited fashion. In addition, the Incident & Problem Manager will be responsible for owning problem resolution, working collaboratively across all Thredd departments to ensure that root cause is identified and alleviated to avoid future incident iterations.

The Incident & Problem Manager is responsible for defining and handling the internal incident management process alongside key stakeholder communication and third-party escalations. The successful candidate is also responsible for leading the root cause analysis and accompanying report to completion within contractual SLAs following a major incident and subsequent service restoration.

In this role, the ability to build strong relationships and collaborate effectively across multiple departments is crucial. The focus should be on fostering openness and honesty, with an emphasis on identifying root causes without assigning blame. The Incident & Problem Manager will also be required to be on call during extended service hours. Previous experience defining processes will be essential for success in this position.

Key Responsibilities

• Incident Management:
  • Lead the end-to-end management of incidents, ensuring timely resolution and minimal impact on operations.
  • Communicate incident status updates to stakeholders and coordinate the incident response team.
  • Maintain documentation related to incidents for reporting and future reference.
  • Prepare Incident Reports with clear plain language for all stakeholders.
• Problem Management:
  • Take ownership of the problem management process to identify root causes of incidents and implement solutions to prevent recurrence.
  • Collaborate with cross-functional teams to analyze incidents and develop strategies for continuous improvement.
  • Conduct regular reviews and follow-ups with vendors and third parties to ensure accountability in resolving issues.

Requirements

• Proven experience in IT service management, incident management, or a similar role.
• Hands-on experience managing incidents in a technology-driven environment.
• Track record of designing, implementing, and optimizing incident/problem management processes.
• Ability to be on call during extended service hours.

About Thredd

Thredd is the trusted next-gen payments partner for innovators looking to modernize their payments offering. Certified by Mastercard, Visa, and Diners & Discover, we process billions of debit, prepaid, and credit transactions annually, supporting consumer and corporate fintechs, digital banks, and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable, and scalable technology. Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

If you are looking to join a scaling fintech at the forefront of the payments industry and be an integral part of our success and platform, apply below!