Incident Manager

We're driven by a mission to make digital payments accessible to everyone, everywhere. With our innovative payment solutions, we empower businesses of all sizes to access new markets and connect with more customers. Our clients include some of the world's most innovative companies, such as Ant Group, PayPal, and Stripe, who depend on PPRO to accelerate their growth.

We take pride in our diversity, which comprises over 65 nationalities spread across 11 global locations, and while there are over 550 of us, we’re all united by a shared a passion for building - whether that’s trusted relationships with our customers, or next generation products that make payments simpler, faster, and more secure for everyone.

At PPRO, we believe that everyone can make a difference. We encourage our team members to seize opportunities to maximize their impact, adopt a growth mindset, build trust with each other and our customers, and drive change across the industry. We’re just at the start of our journey to become the leading payments technology provider globally - and that’s where you come in.

**The Purpose**:
PPRO is seeking an experienced incident manager to join our team and take accountability for effectively managing critical incidents within PPRO. Your strong verbal and written communication skills will be pivotal in coordinating teams and ensuring clear communication throughout the incident response process. You will lead incident analysis and provide actionable recommendations to prevent future incidents, significantly impacting stability and reliability.

Reporting directly to the Head of Global Technical Operations, this role will be located in Singapore with team members across EMEA, APAC and LATAM. As a problem solver at heart, you possess extensive knowledge in incident management and will be accountable for overseeing critical incidents and ensuring their swift resolution. Your strong verbal and written communication skills will be crucial in effectively coordinating with cross-functional teams and maintaining clear communication throughout the incident response process. You will take charge of incident analysis, identify root causes, and provide actionable recommendations to prevent future occurrences.

**What you'll do**:

- ** Incident Management**: You will take ownership of critical incidents, leading the incident response process and resolving them promptly within predefined service level agreements (SLAs).
- **
Incident Coordination**: You will collaborate with technical support, engineering and product teams, and other stakeholders to coordinate the incident response efforts and achieve an effective resolution.
- **
Incident Analysis**: Conducting thorough incident analysis and post-incident reviews, you will identify root causes and contributing factors and provide actionable recommendations to prevent similar incidents.
- **
Communication and Reporting**:Your strong communication skills will be essential in providing clear and concise updates, status reports, and incident resolutions to stakeholders, management, and clients. You will also contribute to incident reports and participate in service improvement initiatives.
- **
Process Improvement**:Continuously evaluating and enhancing the incident management process, you will identify opportunities for automation, efficiency, and increased effectiveness, ensuring alignment with industry best practices.
- **
Documentation**: Maintaining accurate and up-to-date documentation, you will develop and maintain incident management procedures, guidelines, and lessons learned, while ensuring compliance with regulatory requirements.

**What you'll need**:

- **Experience**:You should have at least ten years of experience in incident management or a related role within the technology industry.
- **
Strong Verbal and Written Communication Skills**:Your excellent communication skills will enable you to convey complex technical issues to technical and non-technical stakeholders effectively.
- **
Incident Response Expertise**: Your proven experience in managing and resolving critical incidents will be invaluable as you prioritise incidents, coordinate teams, and drive resolution efforts.
- **
Analytical Thinking**:Strong analytical and problem-solving skills will empower you to assess complex situations, identify trends, and develop practical solutions.
- **
Adaptability and Resilience**: Your ability to thrive in a fast-paced and dynamic environment, managing multiple incidents simultaneously while remaining composed under pressure, will be essential.**Collaboration** and Leadership**:Your demonstrated ability to collaborate with diverse teams, lead incident response efforts, and influence stakeholders will contribute to successful incident resolution.
- **
Knowledge of Financial Technology**:Familiarity with financial technology systems, platforms, and industry-specific regulations and compliance requirements is beneficial.
- **
Incident Management Tools**: