Incident Problem Manager
Nuvei
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Serves as primary point of contact for all major incidents across multiple core production systems (take part in a 24/7 on-call rotation).
- Leads incident response, bridge calls, and escalations to ensure restoration of service to a normal state as quickly as possible.
- Interface and collaborate with Engineering, Dev and Product teams.
- Provide real-time internal & external communications to leadership and stakeholders related to major incidents.
- Log incidents to maintain accurate documentation and KPIs.
- Conduct post-incident root cause analysis and drive long term solutions to prevent recurrence of incidents.
- Support the Change Control or other ITSM processes.
Requirements
- Bachelor’s degree in IT, Computer Science, or a related field (or 5+ years equivalent experience).
- Extensive experience in managing incidents in the Payment industry.
- Excellent problem-solving skills.
- Strong understanding of ITIL framework and service management best practices.
- Excellent communication and interpersonal skills.
- Organized and capable of multi-tasking.
- Proven ability to work under pressure in a dynamic environment.
- Experience with monitoring and analytical tools such as Dynatrace, DataDog, Grafana, Splunk – advantage.
- ITIL v3/v4 certification or other relevant ITSM certifications – advantage.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementroot cause analysisITIL frameworkservice managementmonitoring toolsanalytical toolsKPI documentationchange controlproblem-solving
Soft Skills
communicationinterpersonal skillsorganizational skillsmulti-taskingability to work under pressure
Certifications
ITIL v3 certificationITIL v4 certificationITSM certifications