Analyst

• Own Incidents End-to-End: Take full ownership of managing and coordinating incidents, from minor issues to critical, platform-wide events, across Yapily’s production environment.
• Command and Coordinate: Mobilise and lead cross-functional technical teams (Engineering, DevOps, SRE, Customer Support) to ensure the swift investigation, mitigation, and resolution of incidents.
• Communicate with Clarity: Drive clear, concise, and timely communication updates to all relevant internal and external stakeholders, including leadership, customer support, and commercial teams.
• Learn and Improve: Lead blameless post-mortem reviews to identify the root cause of incidents. You will be responsible for tracking and driving the implementation of preventative measures to avoid future recurrence.
• Ensure Coverage: Participate in an on-call rotation to provide 24/7 coordination coverage for critical incidents.
• Be Proactive: Utilise our monitoring and observability platforms to proactively identify and address potential issues before they escalate into customer-impacting incidents.
• Maintain Rigorous Standards: Ensure the integrity of our incident management data by meticulously documenting incident timelines, actions taken, and outcomes in our tooling.
• Evolve Our Processes: Act as a key contributor to the evolution of our incident management framework, continuously providing feedback to improve our processes, tooling, and documentation.

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