Incident Manager

hace 1 semana

Barcelona, España Thunes A tiempo completo

**About Thunes**:
Thunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

**Context of The Role**

This role suits someone who is equal parts calm firefighter and persuasive diplomat. As the Incident Manager, you'll sit at the intersection of real-time incident response and high-stakes customer communication.

Your mission? To ensure our most valued customers feel supported, informed, and prioritized at every turn. This role is critical in ensuring the smooth handling and resolution of
incidents affecting our services, minimizing customer impact, and improving operational performance.

This is a hands-on, high impact role that requires excellent communication and a deep customer focus.

**Key Responsibilities**
- **Incident Command**: Act as the primary coordinator during high-impact incidents, driving diagnosis, action plans, and resolution timelines across Ops, Tech, and Product.
- **Customer Ownership**: Serve as the communication bridge for strategic clients during outages, translating technical updates into clear, confidence-inspiring messages.
- **Narrative Control**: Lead internal and external communications during incidents; own the frequency, tone, and accuracy of all updates.
- **Stakeholder Management**: Interface seamlessly with Product, Sales, Compliance, and senior leadership to balance internal priorities with customer realities.
- **Root Cause & Review**: Document timelines, lead post-incident reviews, and deliver customer-facing root cause analysis reports that reinforce trust.
- **Process Evolution**: Improve escalation frameworks, customer-specific response protocols and continually look at ways to improve our processes / create more efficiencies.

**Skill/Qualification Requirements**
- 4+ years in Incident Management, Technical Account Management, NOC, or CX in a tech/fintech setting.
- Strong communication skills - you are an excellent communicator that can explain technical concepts in clear, customer friendly ways.
- Ability to thrive under pressure, maintain composure, and lead in real-time.
- A customer-obsessed mindset - you feel accountable for the client experience during every incident.
- Strong understanding of operational processes and service-level metrics.
- Detail-oriented with a keen eye for accuracy and tone in every update.
- Familiarity with tools like Jira, Slack, Zendesk, monitoring platforms, etc.
- Willingness to be on-call during major customer-impacting incidents.

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