Incident Manager

Summary

Join Yopeso, a 19-year-old software company with over 250 employees, and contribute to our diverse range of software products. We foster a culture of growth, transparency, and professionalism, valuing authenticity, curiosity, and ambition. As an Incident Manager, you will oversee incident management processes, respond to service incidents, prioritize issues, and provide support. Collaboration with other teams is crucial for timely resolution. We offer competitive remuneration, remote work, generous paid time off, private health services, flexible benefits, referral bonuses, team events, training and development opportunities, and professional certifications.

Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident
• Responding to a reported service incident, identifying the cause, and initiating the incident management process
• Prioritizing incidents according to their urgency and influence on the business
• Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests, and queries
• Collaborate with other support teams, or product teams as required to resolve requests issues in a timely manner
• Own, implement and maintain process, procedures and guidelines for incident response, including the coordination with other teams to ensure the efficient and effective resolution of incidents

Preferred Qualifications

• Good communication skills; can handle stakeholders of all levels
• Can be directive if required
• Loves a crisis, incident or other and generally thrive on the situation (get in and fix it)
• Can ask some technical questions but don't need to be able to code, general good sense of technical direction
• Knowledge of working with GDPR, PSD2 or other regulation
• Excellent at writing and following process documentation/routines - but know that we should always be looking to automate
• Willingness to work US hours

Benefits

• Competitive remuneration
• Remote work
• 24 days off per year and floating days
• Private clinic health services Regina Maria Medical Insurance
• Flexible benefits through Up multibenefits platform
• Referral bonus scheme
• Team events, online or at the office
• Training and development opportunities with allocated budget
• Professional Certifications
• Knowledge sharing context