Role Overview

Reporting to the Regional Head of Operations, Incident Management Leads will take direct accountability for running active incidents. Around this work, they will be responsible for designing and continuous improvement of the incident management process, tooling configuration, trend and insight analysis, and training employees across Sokin to ensure visibility and correct use of the incident management process.

Key Responsibilities

• Accountable for the active raising and management of incidents

• Adherence, feedback and updates to the incident management process and framework

• High-level familiarity of the Sokin platform (product areas and functionality) and users (external vs internal) to ensure effective incident management and resolution (e.g. being able to efficiently target relevant teams, understand impact and support quicker time to resolution)

• Crystal clear and proactive communication and stakeholder engagement is key

• Work as a team to regularly step back and review incidents to help spot trends and suggest areas of improvement to the relevant team e.g. Product Managers for roadmap consideration, or Operations for ways of working improvements

• Contribution to any required regulatory or operational framework reporting as requested by CTO or CISO organisations or other relevant departments

• Ability to assess and communicate customer and/or business impact from technical incident data to aid prioritisation, reporting and resolution

Requirements / What We're Looking For

• Proven experience in incident management, service management, operations or a similar role, ideally within a fintech or startup/scaleup environment

• Demonstrable ownership of incident management frameworks, with the ability to continuously develop and improve established processes as the organisation grows

• Experience managing live incidents from identification through to resolution, including coordinating internal teams, managing the escalations and maintaining clear ownership throughout the incident lifecycle

• A good understanding of technical systems, practical knowledge of APIs, integrations, system dependencies and how technical issues can impact customers and internal teams

• Strong analytical and problem-solving skills, with experience using incident data, trends and post-incident analysis to identify root causes, recurring issues and opportunities for improvement

• An excellent communicator who can ask the right questions and confidently manage both technical & non-technical stakeholders, translating complex technical information into clear, concise and actionable updates for any audience

• Ability to maintain a clear disposition, communication and prioritisation capabilities in high-pressure situations

• Strong stakeholder management skills, with the confidence to challenge, escalate and drive actions to completion across different teams and levels of the organisation

• A proactive, continuous-improvement mindset – you know the balance between solving individual incidents and looking beyond post-incident reviews to identify potential recurrences through root-cause analysis