At a Glance
- Tasks: Lead incident management and ensure swift resolution across the organisation.
- Company: Dynamic fintech company focused on operational resilience and incident response.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team dedicated to continuous improvement and operational excellence.
- Why this job: Make a real impact in a fast-paced environment while enhancing your leadership skills.
- Qualifications: 7+ years in incident management with strong technical and regulatory knowledge.
The predicted salary is between 70000 - 90000 £ per year.
Role Summary
Own, develop, and continuously evolve a robust and effective incident management framework across the organisation, ensuring incidents are managed with speed, control, and clear accountability from detection through to resolution and recovery. The role is responsible for defining DNA/Optomany’s Incident Management Framework in accordance with the regulatory framework governing DNA (as a UK regulated firm) and Optomany as a critical outsource provider under DORA. Lead incident response across the business, coordinating internal teams and third-party providers to restore service quickly, minimise customer and financial impact, and ensure root causes are fully understood and addressed. Support operational resilience capabilities including disaster recovery and business continuity governance, scenario testing, and readiness. Drive post-incident oversight to ensure root cause analysis is completed to a high standard and actions are delivered. Build and maintain strong relationships with Optomany’s outsource customers, third-party providers and partners. Define and enforce incident communication standards ensuring updates are timely, accurate, and aligned with business, regulatory, and customer expectations.
Working hours: 37.5 hours per week. There may be occasional requirements to work outside standard office hours, including evenings and weekends, depending on business needs. Working location: Remote/London.
Key Responsibilities
- Incident Leadership: Define incident framework in line with FCA/FMA/EBA/DORA standards. Lead incident response across business and technical teams. Take command of incident calls, coordinate cross-functional stakeholders, and drive resolution under pressure. Make real-time decisions balancing customer impact, financial risk, and recovery speed.
- Technical Oversight: Interpret issues across the payments stack (gateway, APIs, terminals, acquirers, issuers). Guide and challenge engineering teams during diagnosis and recovery. Maintain strong awareness of system architecture, integrations, and failure points.
- Stakeholder Communication: Act as single point of contact during incidents (including communication across the outsource network). Provide clear, concise updates to internal leadership, partners, and clients. Ensure communication is timely, controlled, and focused on business impact.
- Post-Incident & Continuous Improvement: Lead post-incident reviews and root cause analysis. Drive corrective and preventative actions through to completion. Continuously improve incident processes, tooling, and response models. Contribute to a culture aligned with operational resilience, including scenario readiness and testing.
About You
- Experience working across multiple/complex regulatory environments, with exposure to and a detailed understanding of UK/EU operational resilience frameworks and formal incident reporting (e.g. FCA, FMA, EBA, DORA).
- Sound understanding of Regulatory Outsource Landscape preferred.
- Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent practical experience).
- 7+ years experience leading incident management or major incident response within a mission-critical, always-on environment.
- Proven experience operating within payments ecosystems, with strong exposure to issuer/acquirer interactions and transaction lifecycles.
- Strong understanding of ITIL practices (Incident, Problem, and Change Management).
- Strong technical understanding of: Distributed systems, APIs, and cloud-based platforms. Monitoring, alerting, and observability tooling.
- Experience leading cross-functional teams under pressure, with the ability to take control and drive outcomes.
- Excellent communication and stakeholder management skills, with the ability to translate technical issues into business impact.
- Multi-Linguistic (German) is a preference but not essential.
- Familiarity with industry-standard tooling (ServiceNow, PagerDuty, Opsgenie, Jira Service Management, Splunk).
- Strong analytical and problem-solving capability, with attention to detail and a structured approach to incident resolution.
- Strong understanding of the payment ecosystem, transaction processing, acquiring and issuing.
- Ability to remain calm and decisive under pressure. Operate effectively with incomplete information. Influence and direct teams without formal authority.
Senior Incident and Resilience Manager employer: DNA Payments Ltd
At DNA/Optomany, we pride ourselves on being an exceptional employer that fosters a culture of resilience and collaboration. Our remote working model allows for flexibility while ensuring that our team members are equipped with the tools and support needed for professional growth and development. With a strong focus on operational excellence and continuous improvement, we offer unique opportunities to lead impactful incident management initiatives within a dynamic regulatory environment, making a meaningful difference in the payments ecosystem.
