Incident Response Manager

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

The Purpose:

PPRO’s mission is to deliver reliable, secure, and seamless payment experiences for our partners and customers. As a Incident Response Manager, you will play a key role in delivering this mission by leading our response to critical incidents with speed, clarity, and accountability. You will drive operational excellence, reduce risk, and ensure we respond in ways that protect trust, minimise impact, and continuously improve how we work.

• We put the customer first: Act as the voice of the business during incidents, ensuring technical teams understand the customer and commercial impact. Craft clear, timely, and customer-centric communications to maintain trust and transparency with clients, partners, and internal stakeholders.
• We get things done: Lead high-impact incident response from triage to resolution, driving outcomes independently and ensuring seamless handovers across time zones. Eliminate delays by making real-time decisions without over-reliance on senior approvals.
• We make things better: Conduct structured post-incident reviews and deliver high-quality, executive-ready RCAs that are customer-focused, technically sound, and action-oriented. Use incident data to identify systemic risks and influence long-term reliability improvements.
• We act with trust and integrity: Coordinate directly with external vendors and partners during incidents to ensure clear escalation paths and aligned priorities. Track remediation efforts through to completion, reinforcing accountability and fostering a culture of continuous improvement.

• Collaboration tools: Google Workspace, Slack, Miro
• Atlassian (Jira, Service Desk, Confluence)
• Datadog, Gemini, OpenAI
• AWS

• Proven track record of leading major incident responses in high-availability, mission-critical environments, delivering fast, effective resolutions with minimal customer impact.
• Strong technical foundation with experience across full-stack systems and cloud-native architectures, enabling you to understand, triage, and communicate technical issues clearly.
• Demonstrated ability to drive structured, high-quality post-incident reviews and create root-cause-analysis reports that balance technical depth with business relevance and customer impact.
• Calm, decisive, and detail-oriented under pressure—able to lead confidently through ambiguity and high-stress situations.
• Exceptional communicator, skilled at delivering clear, audience-tailored updates across technical teams, senior leadership, and external stakeholders.
• Experience working with cross-functional teams across time zones, ensuring seamless collaboration and continuous remediation during incidents.
• Familiarity with customer- and partner-facing communications during incidents, including status pages, notifications tools, and formal incident reports.
• Adept at influencing improvements to system design and operational practices based on incident learnings, with a mindset of continuous improvement and risk reduction.

What's in it for you ? :

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including accident insurance, disability insurance, direct insurance (bAV) and travel insurance. 

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

Professional and personal development - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role. We also offer German language courses to our non native speakers employees.

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

Our office - Located on St.-Martin-Straße, one stop from Ostbahnhof on the 3 and 7 S-lines. The office is situated in a modern and spacious building with fully multimedia-equipped meeting rooms for up to 30 people. The 4th floor features a kitchen and a lunch area, providing a comfortable space for meals and breaks.

Our Principles: 

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore  new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.