- Develop and implement a group Incident Management process and governance structure.
- Be responsible for Incident management, as they occur, managing key stakeholders in identifying issues and resolutions, along with communications to the wider business and customers.
- Completion of Root Cause Analysis (RCA) for all high severity incidents and ensuring that they are provided for both internal and external parties.
- Trend analysis on major incident cause, and monitoring of identified fixes to resolution.
- Implement and own the Operational Resilience framework and governance for the group.
- Improving our business service through effective training on incidents and encouraging a think customer mindset.
- Delivering Business Continuity and Disaster Recovery tests and reporting on gaps and findings.
- Implementing critical supplier governance and reporting
- Previous experience in a similar role within a similar industry would be advantageous. Any previous Management qualifications would be an advantage.
- A keen interest in people, business, technology and providing the highest level of training, support, and development.
- A passion to teach and inspire. A drive to be accountable for the success and development of our technology and key operational processes.
- High level written, communication and listening skills are essential.
- Previous exposure with critical supplier management and/or regulatory frameworks and oversight of incident management would be advantageous
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Business Incident Manager - London, United Kingdom - DNA Payments
Description
Business Incident Manager
The opportunity
We're looking for a Business Incident Manager to join our expanding team. Reporting to the Chief Operating Officer, the purpose of the role is to implement and own a robust and effective Business Incident framework and process. The role will involve responding to high severity incidents and liaising with key stakeholders both internally and externally to get speedy resolution and root cause analysis understood and reported on. In addition, the role will own the groups disaster recovery and business continuity governance and testing, including reporting to the Exco and Board on progress and status updates. You will provide support with RCA oversight to completion, and trend analysis on all incidents, and advise to the Exco on overall business operational resilience. You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers and colleagues.
Working hours: 37.5
In office/remote/hybrid: Hybrid/Office
Salary/Realistic OTE: TBC
What you'll be doing
What you'll need to succeed
What's in it for you?
You'll work with a collaborative team and will join a fast-growth fintech where you'll get the chance to learn and develop. If that's not enough you also receive the following benefits.
Life Assurance
Ride to work
Income Protection
Bookboon
Private Medical
What we're about
Founded in 2018, DNA Payments are one of the largest independent, fully vertically integrated omnichannel payments companies in the UK and Europe. We help businesses receive payments either through POS systems (the ones you tap your card on) or online (ecom). Recently listed in the top 50 fintech start-ups by Beauhurst.
We are one of the largest Paas (platform as a service) and SaaS (software as a service) services providers to multinational Acquirers and Banks; processing over £900million a month with over 90,000 terminals servicing over 60,000 customers across the UK & Europe.
Our team is made up of eight subsidiaries (and counting) - DNA Payments, 123Send, Optomany, Opto KZ, Active Payments, EFT Solutions, Kwalitas, FPMS and Card Cutters. There are 300 of us spread across our head office in London, and regional offices across the UK as well as in Kazakhstan. We are growing and need talent to help us achieve our mission; to be a Pioneering Payments Provider Powering businesses to thrive.
We value ambition, we are curious and we are honest – it's in our DNA.
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