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    Remote Accounts Senior Manager - London, United Kingdom - Philpar

    Philpar
    Philpar London, United Kingdom

    Found in: Jooble UK O C2 - 1 week ago

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    Description

    As an Incident Manager in EMEA you'll play the key role in driving the right level of response to incidents, determining impact and coordinate and lead fellow Paymentologists to mitigate, communicating to users and ensuring appropriate remediations and orchestrate the Root Cause Analysis (RCA) process.

    When not managing incidents, you'll help scale our ability to respond to incidents, improve our operations, analyse data to provide insights and deepen our technical expertise in products.

    Act as an on-call Incident Commander, responsible for driving and managing incident resolution & communications with a high level of urgency, cross-functional collaboration, and accuracy, while partnering with a global and diverse set of teams, including Engineering, Product, Customer Support, Account teams, Risk & Fraud etc.

    ~ Proactively update internal stakeholders, customers & make decisions through data and influence by partnering with Engineering, Support, and other cross-functional teams.
    ~ Own the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations.
    ~ Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of our incidents in collaboration with engineering, product, and other operations teams.
    ~ Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning.
    ~ We're looking for a customer obsessed, critical thinker who can join the dots up from multiple data points and someone who loves driving a timely solution to complex problems by facilitating, challenging, and getting the best out of the team you assemble during an incident to drive the right outcomes for our customers.

    ~Good understanding of infrastructure, including physical, virtual, and container-based platforms
    ~ Demonstrated quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools.
    ~ Excellent task management skills & must be detail-oriented with the ability to remain composed, methodical, and think fast in a high-pressured environment.
    ~ Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders.
    ~ Strong awareness of their teams' abilities and know that our people are our biggest asset.
    ~ Ability to learn quickly – we provide a training programme that requires self-driven learning. This is a key component to help ramp-up in the job as well as progress your career quickly.
    ~ The role does require weekend support as part of a rotating shift-based coverage. Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.

    A solid & demonstratable understanding of Proven experience of working with ITIL disciplines, (Event, Incident, Problem, Change & CSI).

    This is a full-time, remote contractor position and we are looking for candidates in EMEA. Working flexible hours and shifts is essential for our remote team to function. #
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