Incident Response Lead - Cloud & Fintech Operations

GoTyme Bank Corporation; Johannesburg; On-site; ZAR 480,000 - 780,000; Full time

Job summary

GoTyme Bank Corporation is seeking an Incident Coordinator to maintain the stability of its cloud-based banking platform. You will monitor system health, coordinate incident responses, analyse root causes, and drive continuous improvement across the organisation.

You will work closely with Engineering, SRE, Cybersecurity, Product, and Business Operations teams to ensure incidents are managed efficiently and transparently, with minimal impact on customers.

Qualifications

• Understanding of cloud environments (AWS, Azure, GCP) and modern SaaS components.
• Familiarity with monitoring/observability tools (CloudWatch, Datadog, Grafana, Splunk, ELK, etc.)
• Basic knowledge of networking, APIs, microservices, CI/CD pipelines, and common failure patterns.
• Experience working with ITSM tools (e.g., JSM, ServiceNow)

Responsibilities

• Monitor alerts, dashboards, and observability tools across cloud and application environments.
• Perform initial assessment and triage of incidents, escalating according to severity and impact.
• Ensure incident tickets are created, categorised, prioritised, and updated accurately in the ITSM system.
• Act as the first point of contact for incident notifications.
• Coordinate responses across all incident priorities and support the Incident Manager during P1 & P2 major incidents.
• Facilitate collaborative communication between technical and operational teams.
• Track incident progress to ensure timely resolution and clear communication.
• Provide timely updates to internal stakeholders throughout the incident lifecycle.
• Draft incident summaries and customer communication notes (where required).
• Support incident-related reporting to risk, compliance, and leadership teams.
• Record incident details, impact analysis, timelines, and remediation actions.
• Participate in post-incident reviews, ensuring action items are documented and tracked to closure.
• Identify trends, recurring issues, and improvement opportunities across systems and processes.
• Maintain and improve incident workflows and runbooks within ITSM tooling (e.g., Jira Service Management, ServiceNow).
• Assist in refining alert rules, escalation paths, and documentation.
• Support the adoption of automation and proactive monitoring capabilities.

Skills

Cloud environments

Observability tools

Networking basics

ITSM tools familiarity

Education

Degree in IT/CS/IS

Tools

Jira Service Management

ServiceNow

Datadog

Grafana

CloudWatch

Job description

GoTyme Bank Corporation is seeking an Incident Coordinator to maintain the stability of its cloud-based banking platform. You will monitor system health, coordinate incident responses, analyse root causes, and drive continuous improvement across the organisation.

You will work closely with Engineering, SRE, Cybersecurity, Product, and Business Operations teams to ensure incidents are managed efficiently and transparently, with minimal impact on customers.