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Incident Manager



Posted on Thursday, July 4, 2024

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.

Further information is available at www.paysafe.com.

What to expect:

  • Support the day-to-day Incident Management operational process for all business units
  • Lead the preparation of Post Incident Reports.
  • Schedule and lead incident review meetings.
  • Follow-up with key resources to obtain all the information needed to produce incident reports.
  • Follow through, follow-up and track incident actions from reports.
  • Help standardize, automate and improve the incident management process.
  • Find innovative ways to streamline our service management and operational processes.
  • Analyze trends for recurring incidents and problems; escalate in a timely manner.
  • Ensure the Incident, Problem and Change Management Practices are followed.
  • Develop Incident Management reports that support KPIs.
  • Promote the adoption and adherence to the global Incident Management process and support continual service improvement efforts.
  • Work on a regular schedule and participate in rotational on call activities to ensure 24/7 support with exceptional service.

To be successful you need to have:

  • University degree in IT, business or equivalent field of study.
  • Familiarity with ITIL framework and practices, ITIL V3 or ITIL 4 Foundations certification.
  • Minimum of 3 years’ experience in IT service operations, service delivery or service management
  • A good knowledge of ITSM tools. Experience with ServiceNow is an asset
  • A very good understanding of Incident Management, Problem Management and Change Management processes
  • A sound understanding of infrastructure and application components, how these rely and interact with each other, and how they deliver services to end customers.
  • Strong communication and interpersonal skills. The ability to build strong relationships with staff members, internal stakeholders and external parties.
  • Strong problem-solving capabilities, analytical, efficient and quick thinker.
  • Excellent English reading and writing skills
  • Ability to lead meetings with senior management
  • Ability to work with geographically dispersed teams representing different cultures
  • Experience in the Payment Processing and Digital Wallets industries is an asset
  • Strong collaboration skills and the ability to manage conflict
  • Passionate about getting work done in a professional and timely manner
  • Ability to prioritize complex tasks, overcome obstacles and negotiate solutions.
  • Embrace change and thrive in a complex, high velocity IT environment
  • Positive, thoughtful and ‘make it happen’ personality

We offer in return:

  • The opportunity to write the history of a leading and growing multinational company
  • Tailor-made training and ongoing development to help you enhance your skills in the field of online payments
  • Multiple career progression opportunities in a dynamic in-house business
  • Environment where product expertise, professional and personal commitment are rewarded
  • Competitive remuneration and social benefits package (25 days annual paid leave, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)
  • Fun and collaborative working atmosphere
  • Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model.

With offices in USA, EU, and the UK, Paysafe offers individuals an opportunity to join a fast-moving global company with energy, passion and drive, committed to developing world-class online financial solutions.

We take pride in our employees and offer excellent remuneration and benefits, as well as a positive, rewarding and fun work environment.

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion.

Send your CV in English.
Only shortlisted candidates will be contacted for an interview.

Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.