Incident Management Specialist

Viva.com

Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance.

We are seeking a highly skilled and dedicated Incident Management Team Member to join our dynamic team. The ideal candidate will be responsible for managing and resolving incidents to ensure the highest levels of availability and service delivery. This role involves working closely with various teams and stakeholders to identify, analyze, and resolve incidents promptly.

Responsibilities:

Perform initial triage and classification of incidents based on severity and priority;
Investigate and diagnose incidents in cooperation with stakeholders to identify root causes and corrective actions.
Communicate effectively with stakeholders, providing regular updates on incident status and progress;
Collaborate with cross-functional teams to escalate and resolve complex incidents;
Document and share incident reports and lessons learned with relevant teams;
Propose monitoring best practices of systems and services to detect and respond to incidents in a timely manner;
Maintain accurate and up-to-date incident records and logs;
Generate and analyze incident metrics and reports to identify trends and areas for improvement;
Participate in post-incident reviews and contribute to continuous improvement initiatives;
Develop and update incident management processes and procedures;
Provide training and guidance to team members on incident management best practices.

Requirements

· Bachelor of Science in Computer Science or Masters in Computer Science;

· Proven experience in incident management, IT support, or a similar role;

· Experience with incident management tools and technologies (e.g., Jira Service Management, Datadog);

· Familiarity with ITSM framework best practices;

· Strong analytical and problem-solving skills;

· Ability to work in a fast-paced, dynamic environment;

· Excellent communication and interpersonal skills;

· Knowledge of cloud services and on Azure platform will be considered a plus.

Benefits