Incident and Problem Manager

Job Title: Incident and Problem Manager 

Location: London/Remote

About Role

The Incident & Problem Manager will be accountable for overseeing the internal incident management process for business impacting events, ensuring that triage, external escalations, customer communication and and service restoration are managed in an expedited fashion. In addition, the Incident & Problem Manager will be responsible for owning problem resolution, working collaboratively across all Thredd departments to ensure that root cause is identified and alleviated to avoid future incident iterations.

The Incident & Problem Manager is responsible for not only defining, but handling the internal incident management process alongside key stakeholder communication and 3rd party escalations. The successful candidate is also responsible for leading the root cause analysis and accompanying report to completion within contractual SLAs following a major incident and subsequent service restoration.

In this role, the ability to build strong relationships and collaborate effectively across multiple departments is crucial. The focus should be on fostering openness and honesty, with an emphasis on identifying root causes without assigning blame.
The Incident & Problem Manager will also be required to be on call during extended service hours. Previous experience defining process will be essential for success in this position.

Key Responsibilities

• Incident Management:
  • Lead the end-to-end management of incidents, ensuring timely resolution and minimal impact on operations.
  • Communicate incident status updates to stakeholders and coordinate the incident response team.
  • Maintain documentation related to incidents for reporting and future reference.
  • Preparation of Incident Reports with clear plain language for all stakeholders
• Problem Management:
  • Take ownership of the problem management process to identify root causes of incidents and implement solutions to prevent recurrence.
  • Collaborate with cross-functional teams to analyse incidents and develop strategies for continuous improvement.
  • Conduct regular reviews and follow-ups with vendors and third parties to ensure accountability in resolving issues.

Requirements

• Proven experience in IT service management, incident management or a similar role
• Hands-on experience managing incidents in a technology-driven environment
• Track record of designing, implementing and optimising incident/problem management processes
• Ability to be on call during extended service hours

About Thredd

Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid, and credit transactions annually, supporting consumer and corporate fintechs, digital banks, and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable, and scalable technology. Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

If you are looking to join a scaling fintech at the forefront of the payments industry and be an integral part of our success and platform, apply below!