Incident Manager

Job title:

Incident Manager

Company

Tymit

Job description

About TymitAt Tymit our mission is to give people the self-confidence to live life to the fullest by offering them credit that’s smart, flexible and honest.That’s why we launched the world’s first instalment credit card – and why we’re now partnering with only the most iconic brands to bring the next generation of instalment experiences to their customers.We believe that everyone deserves financial peace of mind, that credit should only work for you, and that tech will continue to transform the way to shop, pay and manage our spending.Our talented team is based in the UK and Spain and we’re all committed to creating a diverse, fun work environment, with collaboration and the customer at the core of everything we do.Following our £23m Series A round, closed in October 2022 and led by Frasers Group, we’re focused on our next phase of growth – and creating the future of instalment experiences.Compensation & Perks💰 The salary range of this role is £45,000 – £50,000 per annum, depending on experience.🏝 25 days of paid holiday plus bank holidays.🥳 Your birthday off.🏥 Private health insurance.💰Group personal pension scheme (UK only).🚴‍♂️Cyclescheme and Techscheme 💻💲 Budget for home office set up.💲 Monthly home working allowance.🏡 Tymit is working fully remote but we have offices in Madrid and London if your preference is to work from an office with other Tymiteers.🤓 Additional days to attend conferences and workshops related to technology and/or events related to Tymit’s industry and sector.⏰ Flexible working hours.👩🏽‍🤝‍👩🏻 Referral program.About the roleWe are looking for an Incident Manager to help us with our mission to reinvent the future of credit.During your time at Tymit you will

• Assess incidents and make decisions about what actions come next at every stage of the resolution process based on expert recommendations

• Orchestrate all incident management responses.

• Own the incident record, ensuring the accuracy of data across teams, products, timelines, root cause, severity, and customer impact

• Team alignment. Ensure all necessary teams are actively engaged in the impact assessment, triage, and remediation of incidents

• Maintain a collaborative environment focused on productive identification and addressing.

• Look for solid, long-term solutions rather than temporary band-aids.

• Ensure timely and relevant communications and escalations are delivered to stakeholders within SLA.

• Ensure high-quality RFOs (incident reports) are delivered to customers within SLA.

• Communicate transparently with customers in a manner that builds trust and confidence.

• Train team members on best practices for not only incident management but also communication during an incident.

• Lead and manage post-mortem reviews ensuring meaningful conclusions

What you will bring along

• Good experience designing and building complex dashboards, pulling data from different resources.

• Has a transformational mindset, always looking for improvements and efficiencies

• Has excellent verbal and written communication skills.

• Can communicate appropriately with customers at both technical and C Levels

• Has the ability to reach a high-level knowledge of how the different Tymit services interact with each other

• Can analyse a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions regarding appropriate courses of action

• Has flexibility, and is able to listen to expert feedback, modifying plans on the fly as necessary.

• Understands how to use post-mortem reviews to ask questions that get to the real root of the problem and can drive betterments arising to resolution to prevent recurrence.

• Has the confidence to take control of a sometimes chaotic situation with multiple voices and inputs distilling things down to the key actions required to make urgent progress towards resolution of the incident.

To meet our regulatory obligations as a licensed financial services company in the UK, Tymit needs to take background checks, Criminal and Credit checks, our new hires to help us safeguard our users. If you have any concerns regarding this process, please discuss this with our People Team.Tymit is made up of people from various backgrounds, and you are welcome for who you are, no matter where you come from, what you look like. We seek to create a culture where everyone can belong because we believe that people do their best work to show up every day as their authentic selves. So, bring us your personal experience, your perspectives, and your background.We do not make hiring or employment decisions based on race, religion, age, national origin, gender, gender identity or expression, sexual orientation, marital status, disability, pregnancy status, or any other difference. If you have any disability, please let us know whether there are any adjustments we can make for our process to be more inclusive.*Please, take into account that we do not provide Visa sponsorships, and you need to have right to work in the countries where we are located.

Expected salary

£45000 – 50000 per year

Location

London

Job date

Fri, 20 Sep 2024 23:12:28 GMT

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