Incident Commander

2 weeks ago

Sydney, New South Wales, Australia Mambu Full time

Who we are:
If you're a customer of some of the largest digital global banks, then you've probably interacted with our platform and didn't even know it We are Mambu - SaaS FinTech Unicorn on a mission to revolutionise financial services globally. Your reward if you will join us? A mark on a product used by millions of people

**Meet your team**

As an Incident Manager, you are part of the Product Reliability team. Our mission is to support Mambu in running highly reliable products - for our customers and for our colleagues. We act as a central hub for technical support and operational practices, enabling you to fully focus on development and engineering, while we take care of what's under the hood.

This role will be providing support and services to different time zones, as such you will be on-call at weekends on a rotation basis.

What youâll do:

- You'll drive incident resolution from the very beginning until it is resolved by working with a wide range of stakeholders
- You'll ensure that incidents are acknowledged and resolved within expected timeframes by engaging the right teams and coordinating the resolution effort
- You'll be in charge of the Incident Response process in your region, driving its implementation and adoption - all with a focus on product reliability and availability to our customers
- You'll identify the best ways to drive the adoption of each process in different teams by choosing communication channels, level of involvement, etc.
- You'll continuously work on improvements and adjustments, making tomorrow better than today, allowing rapid growth of our products, platform and teams
- You'll create dashboards which would provide end-to-end view for each of the process performance
- You'll continuously learn about new IT practices and how they can be adopted in Mambu

What youâll bring:

- You have 4+ years of experience in Incident Commander/ **Major** Incident Manager/**Service Recovery Manager** or Situation Manager
- You are experienced in technical support, consulting, engineering or similar role
- You are an excellent communicator in English
- You have knowledge in establishing and adopting operational processes in fast paced and agile environment
- You have good command of ITIL processes within agile delivery model
- You are familiar with SRE and development methodologies
- You have great analytical and technical writing skills
- You'll get an additional thumbs up if you have experience in DevOps organisation; with CI/CD; Cloud solutions and familiarity with key terms; hands-on experience in creating reporting dashboards
- You're proactive and a self-starter that can work independently and in a team setting
- You have the ability to work across geographic and cultural boundaries
- You're not satisfied with what's already available and have the ambition to revise and improve things in the name of progress

We are a diverse group of Mambuvians, and we are growing fast across 30 countries and 6 continents (not enough banks on Antarctica). Our eyes are on the future, and we believe we can achieve our mission together by working agile, harnessing the latest technology and having a positive impact for future generations by improving the environment we are in. Mambuvians own their career growth, but we like to celebrate our successes together. We've got your back on your health, body and mind. Whether it's our flexible hours or locations, or our
**4-day work week** over a 3 month period. You work 4 days a week, but get paid for 5.

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