IT Incident Manager

IT Incident Manager

At PayRetailers, we are committed to providing cutting-edge solutions that empower businesses to succeed in Latin America & África. Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued. Get ready to embark on an exciting journey with us, as we strive to make a meaningful impact on the world of payments.

We find ourselves in an exciting phase of growth, expanding into new markets, and undergoing continuous development. We thrive on working with cutting-edge technologies, and our IT team is on the lookout for a new team player to join us on this adventurous journey.





The Incident Manager will be responsible for taking accountability for effectively managing critical incidents. Your strong verbal and written communication skills will be pivotal in coordinating teams and ensuring clear communication throughout the incident response process. You will lead incident analysis and provide actionable recommendations to prevent future incidents, significantly impacting stability and reliability. Reporting directly to the ITSM, as a problem solver, you possess extensive knowledge in incident management and will be accountable for overseeing critical incidents and ensuring their swift resolution.

Job Duties And Responsibilities:

- Ensuring appropriate handling of incidents with the highest priority level; assisting IT teams from the time when the incidents are assessed until their resolution, so that service can be restored promptly, and the impacts limited.






- Leading task forces as part of the resolution of major incidents; ensuring coordination between IT and business stakeholders; managing end-to-end communication by giving information in a relevant and timely manner.
- Managing major incident reviews; assisting IT managers in identifying root causes; providing accurate descriptions of impacts and improvement actions for the weekly committee meeting with Tech executive management.
- Ensuring close working relationships and regular interactions with internal clients; providing reporting, KPIs, in-depth analysis as well as incident reports.
- Coordinating problem management activities; assisting IT teams from the time when they are defined until their implementation; acting as a facilitator and monitoring their progress.
- Promoting incident and problem management practices and helping teams to ensure that these are properly carried out.
- Ensuring on call-duty and "IT crisis" standby,





in rotation with other team members.

Knowledge and Skills

Skills:

- Skills in incident management tools.
- Skills in corporate tools Jira and Azure platform.
- Organization and proactivity.

Knowledge:

- More than 4 - 6 years of experience in the functions described above.
- Strong Verbal and Written Communication Skills: Your excellent communication skills will enable you to convey complex technical issues to technical and non-technical stakeholders effectively.
- Adaptability and Resilience: Your ability to thrive in a fast-paced and dynamic environment, managing multiple incidents simultaneously while remaining composed under pressure, will be essential.
- Collaboration and Leadership: Your demonstrated ability to collaborate with diverse teams,





lead incident response efforts, and influence stakeholders will contribute to successful incident resolution.
- Experience: You should have at least ten years of experience in incident management or a related role within the technology industry.
- Incident Response Expertise: Your proven experience in managing and resolving critical incidents will be invaluable as you prioritize incidents, coordinate teams, and drive resolution efforts.
- Analytical Thinking: Strong analytical and problem-solving skills will empower you to assess complex situations, identify trends, and develop practical solutions.

Preferred Qualifications and Experience

- Experience in the sector of online payments and payment gateways.

What We Offer:







- Opportunities to grow within a company in hypergrowth stage.
- Additional days of holidays!
- Free lunch in the office.
- Excellent work environment and good collaboration.
- Free coffee/tea, fruits and snacks from the company.

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▶️ IT Incident Manager
🖊️ Payretailers Arg
📍 Buenos Aires