Incident Management Lead
Unified global business banking and payments platform for businesses operating across borders.
Projects
About Sokin
Sokin provides global business accounts, multi-currency wallets, FX, payouts, treasury tools, payment acceptance, payment links, and financial APIs. It also offers live USDT and USDC stablecoin send, receive, and conversion capabilities alongside fiat payment rails.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead active incidents from identification through resolution, communicate impact and progress to stakeholders, and coordinate internal teams and escalations. You will improve incident-management processes and tooling, analyse trends and root causes, support operational reporting, and train employees on the incident-management framework.
Requirements
- Incident management, service management, or operations experience
- Incident-management framework ownership
- Live-incident coordination and escalation management
- Technical systems knowledge
- API knowledge
- Integration knowledge
- System-dependency knowledge
- Incident-data analysis
- Post-incident analysis
- Root-cause analysis
- Stakeholder management
- Technical communication
- Right to work in the jurisdiction where applying
Responsibilities
- Raise and manage active incidents
- Maintain and improve the incident-management process and framework
- Assess and communicate customer and business impact
- Coordinate relevant teams and manage escalations through resolution
- Communicate proactively with technical and non-technical stakeholders
- Review incidents to identify trends and improvement opportunities
- Contribute to regulatory and operational framework reporting
- Analyse incident data and post-incident findings
- Train employees on incident-management processes
