Incident Management Specialist

2 weeks ago

Atlanta, Georgia, United States Nuvei Full time
Job Overview

In the fast-paced realm of payment processing, organizations are seeking dedicated and strategic partners to facilitate their growth.

About Nuvei: Nuvei (NASDAQ: NVEI) (TSX: NVEI) is a leading Canadian fintech firm that empowers clients globally. Our adaptable and scalable technology enables top-tier companies to accept innovative payment methods, provide diverse payout options, and leverage services in card issuing, banking, risk management, and fraud prevention. With a presence in over 200 markets, local acquiring in 47 regions, and support for 150 currencies and 586 alternative payment methods, Nuvei equips customers and partners with the technology and insights necessary for success on both local and global scales through a single integration.

At Nuvei, we embody our core values and excel in tackling intricate challenges. Our commitment to enhancing our products and delivering exceptional customer service drives us to seek outstanding talent.

Key Responsibilities:

  • Develop and execute Incident Problem Management processes and protocols aligned with the ITIL framework.
  • Maintain a comprehensive inventory of services.
  • Generate and monitor Key Performance Indicators for systems and IPM functions.
  • Propose corrective actions and enhancements.
  • IPM Team Duties:
  • Oversee and report on the uptime of platforms and services.
  • Manage, triage, and coordinate responses during incidents or outages.
  • Collaborate with Development, DBA, Network, or Product teams for on-call resources needed to address issues.
  • Establish and maintain communication lines during outages to coordinate recovery efforts.
  • Draft, approve, and disseminate notifications regarding recovery status and updates.
  • Log incidents and outages in a tracking system and maintain a database for reporting and metrics on KPIs.
  • Facilitate post-incident root cause analyses and review data to identify future preventive measures.
  • Prepare and distribute notifications for scheduled and emergency maintenance.
  • Perform any additional tasks as assigned.

Qualifications:

  • Significant experience in incident management within the payment sector.
  • Comprehensive knowledge of the payments landscape.
  • Strong interpersonal and communication skills.
  • Ability to maintain confidentiality and promote an ethical work environment.
  • Proven capability to thrive under pressure in a dynamic team setting.
  • Excellent analytical and problem-solving abilities.
  • Solid understanding of IPM standard operating procedures.
  • Proficient in MS Office applications.
  • Demonstrated written and verbal communication proficiency.

Working Language:

English is predominantly used, although some colleagues, partners, and clients may communicate in other primary languages, such as French for our Canadian team members.

Benefits:

Nuvei provides a comprehensive benefits package that includes Medical, Dental, Vision, Short-Term Disability, Long-Term Disability, Paid Time Off, 401(k), and various other perks.

Additional Nuvei advantages include:

  • Regular training programs on new systems and platforms.
  • Access to free virtual yoga, meditation, and fitness classes, along with community engagement and social activities.
  • Group Private Medical Insurance.
  • Up to 2.5 extra days of annual leave per quarter if company targets are met.
  • Employee recognition initiatives and opportunities for career advancement across various fields.
  • A modern, dynamic, and engaging work environment.

Nuvei is an equal-opportunity employer that values collaboration and innovation, committed to fostering a diverse and inclusive workplace. Our team comprises a wealth of talent, skill, and ambition, and we believe that employees thrive when empowered to be their authentic selves.

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