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Incident Management Specialist

2 months ago

Atlanta, Georgia, United States Nuvei Full time
Job Overview

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

About Nuvei: Nuvei (NASDAQ: NVEI) (TSX: NVEI) is a Canadian fintech leader dedicated to empowering clients globally. Our adaptable and scalable technology enables top-tier companies to embrace next-generation payment solutions, offering a comprehensive range of payout options alongside card issuing, banking, risk, and fraud management services. With a presence in over 200 markets, local acquiring in 47 markets, and support for 150 currencies and 586 alternative payment methods, Nuvei equips businesses with the tools and insights necessary for success both locally and internationally through a single integration.

At Nuvei, we uphold our core values and excel in tackling intricate challenges. Our commitment to continuous product enhancement and exceptional customer service drives us to seek outstanding talent to accompany us on this journey.

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 (KPIs) for systems and IPM functions.
  • Propose corrective actions and enhancements.
  • IPM Team Duties:
  • Oversee and report on platform and service uptime.
  • Manage, triage, and coordinate responses during incidents or outages.
  • Collaborate with Development, DBA, Network, or Product teams for necessary on-call resources to evaluate and resolve issues.
  • Establish and maintain communication lines during outages to coordinate notifications and recovery efforts.
  • Draft, approve, and disseminate updates to internal and external stakeholders regarding recovery status.
  • Log incidents and outages in a tracking system and maintain a database for reporting and KPI metrics.
  • Facilitate post-incident root cause analyses and analyze data to identify future preventive measures.
  • Prepare and distribute notifications for scheduled and emergency maintenance.
  • Perform additional tasks as assigned.

Qualifications:

  • Significant experience in incident management within the payment sector.
  • In-depth knowledge of the payments landscape.
  • Exceptional interpersonal abilities.
  • Capacity to maintain confidentiality and promote an ethical workplace.
  • Proven ability to thrive under pressure in a dynamic team setting.
  • Outstanding problem-solving capabilities.
  • Strong familiarity with IPM standard operating procedures.
  • Proficient in MS Office applications.
  • Excellent written and verbal communication skills.

Working Language:

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

Benefits:

Nuvei provides a comprehensive benefits package, including Medical, Dental, Vision, Short-Term Disability (STD), Long-Term Disability (LTD), Paid Time Off, 401(k), and various other advantages.

Additional perks at Nuvei include:

  • Regular training sessions on new systems and platforms.
  • Complimentary 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 each quarter, contingent on meeting company targets.
  • An employee recognition program and opportunities for advancement across various fields.
  • A modern, dynamic, and supportive work environment.

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