Incident Problem Manager

Title: Incident Problem Manager (IPM)
Desired Location: US

Hybrid \ Remote 

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. 

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey!

Your Mission 

We are looking for an Incident & Problem Manager to join our fast-growing IPM team. Reporting to our Observability Manager, you will be responsible for the monitoring, reporting, and management of incidents and outages impacting normal business operations, including the creation and distribution of internal communication, coordination and documentation of the root cause analysis and recommendation of preventative measures.

Key Responsibilities

· Serves as primary point of contact for all major incidents across multiple core production systems (take part in a 24/7 on-call rotation).

· Leads incident response, bridge calls, and escalations to ensure restoration of service to a normal state as quickly as possible.

· Interface and collaborate with Engineering, Dev and Product teams.

· Provide real-time internal & external communications to leadership and stakeholders related to major incidents.

· Log incidents to maintain accurate documentation and KPIs.

· Conduct post-incident root cause analysis and drive long term solutions to prevent recurrence of incidents.

· Support the Change Control or other ITSM processes.

Preferred Qualifications & Skills

· Bachelor’s degree in IT, Computer Science, or a related field (or 5+ years equivalent experience).

· Extensive experience in managing incidents in the Payment industry.

· Excellent problem-solving skills.

· Strong understanding of ITIL framework and service management best practices.

· Excellent communication and interpersonal skills.

· Organized and capable of multi-tasking.

· Proven ability to work under pressure in a dynamic environment.

· Experience with monitoring and analytical tools such as Dynatrace, DataDog, Grafana, Splunk – advantage.

· ITIL v3/v4 certification or other relevant ITSM certifications – advantage.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you. 

Working Language

English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Our recruitment process may use automated tools, including AI, to support application management and candidate shortlisting.