Sunday recrute un(e)
Head of Incident Management
CDI • Espagne
Cette offre est lié au département Technology
Mots clés:
Fintech
Management
We heard you might be looking for a new opportunity! sunday might be the perfect stop for you(e)Just in case you haven't heard, sunday is an exciting and thriving FinTech (or FunTech) startup that's changing the way payments are made in restaurants across the world(e)We are saving millions of people minutes at the end of their meal with the simple scan of a tiny 4x4cm QR code(e)The coolest thing is we are growing quickly and possibly have the perfect position for you.
Tip: As the first step is just about submitting your resume, we advise you to carefully review the requirements below, and update your resume to best reflect how your profile fits the role.
? Mission
At sunday we are creating the future of payments by being the fastest way to pay in restaurants.The Incident Management Team is responsible for incident response & support coordination, 24/7/365, across Europe & North America(e)Organization and drive are required to manage both responsibilities.
This gets you involved in all aspects of our business, from operations to infrastructure, so you’ll need to communicate with stakeholders from different backgrounds and at all levels.
The mains goals of the team being:
- Aligning urgency across all product/engineering team members when bugs are reported
- Enabling fast coordination to reduce Time to Response and Time to Resolution
- Charting a path for short term fixes and longer term features
- Increasing easy to reach documentation as Knowledge database and action plan followup
- Increase the availability rate of Sunday’s systems
This position reports to the Platform Director inside the Engineering organization.
Responsibilities:
You will be responsible for
- The leadership of the Incident Management team, who hold the tasks of coordinating Production issues, the subsequent post-mortem, and facilitate root cause resolution
- The management of your distributed team schedules to ensure a 24/7/365 coverage
- The ownership of the Incident Management workflow
- The effectiveness of the incident management process implementation
- Being the first stage of incidents escalation
- Providing clear followup and analysis on incident and support activities
- Training our internal teams on Incident & Support processes
- Building a strong knowledge base to improve incident & support response
- Ensuring a proper monitoring of our activities to prevent / anticipate incidents
Requirements:
- Strong crisis management skills
- Ability to drive teams in stressful situations
- Ability to drive teams toward fast resolution
- Experience in the payment industry is a plus
- Excellent communication skills (written & verbal) and comfortable discussing complex concepts with engineers and partners at any role or level
- Understanding of IT infrastructure and relevant concepts
- Project Management, analysis and reporting experience beneficial
- Ability to interface and influence with all levels within the organization
- Experience managing technical support teams is preferred but not required
- Experience managing remote teams across a variety of time zones and countries
sunday is an equal opportunity employer and does not discriminate and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification).