Manager, Incident Management

WHO WE ARE

The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $58 billion annually.

We are the leader in Open Banking Payments, and we’re on a mission to give merchants and consumers a better payment experience through Pay by Bank. For merchants, we deliver payment acceptance at a significantly lower cost than cards. For consumers, we enable them to use their bank accounts at payment methods instead of being held captive by high-interest cards. And it all happens through the security of Open Banking, only with Trustly.

With offices in Vitoria, Brazil, Silicon Valley in the US, and global headquarters in Stockholm, Sweden, we are a culturally diverse team.  Across Brazil, we have embraced remote work from home policy.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

It’s a great time to join Trustly as the Americas team is growing fast. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out!

About the team

Come join our rocket-ship! Trustly is an international fintech with a vision to build the leading global alternative payments network. We have seen tremendous growth in the use of our products which enable digital payments from users bank accounts on company websites, without the need of a credit card, app download or registration. Our Mission is to build payment services that empower consumers to obtain a better financial life and merchants to realize payment independence. 

As a  Manager, Incident Management at Trustly you will be collaborating with internal stakeholders in building and managing the end-to-end enterprise incident management lifecycle - detect, assess/classify, contain, communicate, recover, and learn. The manager will be responsible for supporting the team on disputes and providing guidance during discussions resolution.

• This is a senior individual contributor role, reporting to the Head of Payment Operations. You will leverage your incident and program management experience to build a formalized incident management process and playbooks, leading across five key areas:
• Monitoring: Establishment internal processes and monitoring mechanisms to monitor, assess and classify incidents or potential incidents. 
• Management: In partnership with our Software & Security Ops organization, program management of major or cross-merchant incidents. Drive adoption of incident management framework to contain and recover from incidents. 
• Communication: Proactive stakeholder notifications and communication of incident status, coordinating internally to create external communication, notifications and alerts.
• RCA/Post Incident Review:  Ownership and management of root-cause-analysis process across internal teams. Coordinating or directly preparing Post-Incident-Reviews (PIRs) and associated post-mortem materials with a focus on learning and improving organizational capabilities and resiliency.  Establishing processes and timelines for document creation, internal review, approvals, and external delivery.
• Measure: Create and manage Incident Performance Reporting  (volume, cause, method of identification, recovery time, Impact, etc.), tracking incidents and providing data and insight into the areas which Trustly can improve.
• Coordinate incidents with different teams: dev team, customer support, banking operations, banking relations, customer success, product management.
• Help to enhance documentation to minimize repeating incidents.
• Execute the expansion of the existing structure.
• Run daily standup and planning meetings with direct reports and participate in periodic reports sessions with the leadership team.

• Experience in managing people, working with team development, hiring, feedback, performance reviews, meetings, documentation, planning, and metrics.
• Understanding of Incident Management methodologies and processes (CritSit, ITIL, ITSM).
• You have established a clear and efficient communication and notification methodology to manage incidents and stakeholder expectations. 
• You have led RCA or post-mortem investigations to diagnose and learn from incidents. 
• Experience in translating complex technology, product, and operational activities into concise, informative summaries.
• Experience with ticket and case management systems.
• Collaborative and influential leadership outside of direct reporting lines.
• Very good English communication skills: The manager should be able to organize and participate in frequent calls and meetings with native and other foreign English speakers where you should understand AND speak.

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
• Life insurance with differentiated coverage;
• Meal voucher and supermarket voucher;
• Home Office Allowance;
• Wellhub - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• English Program - Online group classes with a private teacher;
• Extended maternity and paternity leave;
• Birthday Off;
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

Check out our Glassdoor or Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.

#LI-Remote 

#LI-CHERRYNETRUSTLY

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.

Want to make a difference in a fast-growing business? Apply now!