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Incident Response Coordinator
hace 3 meses
About Us:
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it's growing between 13-15% year-on-year.
Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it's not just the Silicon Valley brands.
Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet are a technology company that's transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere.We operate in a market that continues to evolve and expand, partnering with the world's most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet's creating a world of connected commerce, that makes payments feel good.
We're growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we've the financial capital and expertise to grow our capabilities and reach through acquisition.
Function Overview:
As part of Global Operations, you'll be working with an amazing diverse team of talented and customer centric people across the world.
We're building a world-class operation and you'll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.
You'll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations.
We're growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.
What you will do:
Your mission as an Incident Response Coordinator is to manage the necessary communication associated to any significant IT service degradation event.
As the event happens, you will coordinate with our IT teams to collect status updates and provide those through multiple channels to customers and colleagues as per SLA cadence.
You will manage Post Mortem communication and internal documentation, including Public Holding Statements and RCAs - proficiency in English is a must.
You will also document as part of our post incident Problem Management process, the lessons-learned and follow up on agreed corrective and preventative actions to prevent reoccurrence.
Our team is customer-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets.
With Planet being a 24/7 business we operate throughout time zones using a follow the sun principle.
Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams.
This is a full time position and does require working some holidays and weekends to ensure business continuity.Who you are:
- 1+ years experience in an Incident Manager or similar support function for a Fintech / High Availability SW Company.
- You are innovative, with strong multitasking capabilities and comfortable dealing with ambiguity.
- You have strong communication skills and the ability to interact with users clearly and empathetically;
- You have full professional proficiency (written and verbal) in English
- Comfortable leading meetings with Clevel contact escalations.
- You love to provide assistance to others, and to be regarded as a communication expert
- You love to learn new things, be it product, technology or process and are quickly able to adapt them into your workflows
- You get a sense of achievement from helping people; a great customer experience is at the heart of what you do
- You have a proven record of learning or working with technology that interests you
- You are a team player, and foster knowledge and information sharing with others by updating documentation
- You are driven, an enthusiastic collaborator, and ready to give and receive feedback
- You make quick, but informed decisions, even under pressure and can prioritize tasks appropriately based on urgency or necessity for both internal and external stakeholders
- You are capable of abstract thinking, being able to solve a puzzle that isn't directly in front of you, separating the
