Vesta Corporation
Vesta.io is a leading provider of innovative payment processing solutions, empowering MVNOs and MNOs of all sizes to accept payments securely and efficiently. Our technology-driven platform supports a wide range of payment acquirers, helping MNO’s and MVNO’s streamline operations, reduce cost and fraud exposure while improving MVNO customer experience.
Location: Remote / US – with 24/7 On-Call Rotation Reporting To: Senior Director of IT Operations & ITSM Role Overview: We are seeking a highly motivated and experienced
Global Incident Manager
to lead the coordination and resolution of major incidents impacting critical payment and fraud detection systems. This role requires strong cross‑functional leadership, technical understanding, and exceptional communication skills to ensure rapid response, minimal disruption, and continuous improvement of incident processes in a fast‑paced, regulated environment.
Key Responsibilities:
Lead Major Incident Management (MIM):
Own the end‑to‑end lifecycle of major and high‑priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust.
Major Incident Response:
Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions.
24/7 Availability (On‑Call Rotation):
Participate in the global on‑call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours.
Coordinate Stakeholders:
Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders.
Impact Analysis & Mitigation:
Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds.
Communication:
Deliver real‑time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post‑incident communications and root cause summaries.
Root Cause Analysis (RCA):
Lead blameless post‑mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes.
Tooling & Automation:
Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams. A
forward‑thinking
and technically proficient candidate with a proven ability to modernize IT Operations and elevate incident management through strategic use of automation, tool integration, and AI‑driven solutions.
Success Metrics:
Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability.
Compliance & Audit:
Ensure incident records meet standards required by PCI‑DSS, ISO 27001, GDPR, and local financial regulatory bodies.
Requirements:
5+ years of experience in IT/Tech Incident Management, ideally in fintech, payments, or e‑commerce.
Experience managing incidents affecting
real‑time transaction systems , fraud platforms, or customer‑facing financial APIs.
Strong knowledge of
incident response frameworks (ITIL) .
Excellent stakeholder management and real‑time decision‑making under pressure.
Familiarity with payment gateways, fraud detection systems, and banking integrations.
Proficient in incident tracking systems (e.g., Splunk‑Oncall, ServiceNow, Jira).
Practical experience using modern monitoring and telemetry tools (e.g., Prometheus and Splunk).
Basic data analysis skills using Tableau, Splunk or other tools.
Proficient in working in an
Agile
environment (e.g., Kanban).
Fluent in English with excellent verbal and written communication skills.
Technical understanding of systems architecture (e.g., APIs, databases, cloud platforms).
Experience working with InfoSec or SOC teams.
ITIL or PMP certifications are an advantage.
Calm under pressure and crisis resilient.
Strong analytical and troubleshooting skills.
Highly organized and detail oriented.
Comfortable navigating ambiguity in a global, fast‑growing and changing environment.
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Location: Remote / US – with 24/7 On-Call Rotation Reporting To: Senior Director of IT Operations & ITSM Role Overview: We are seeking a highly motivated and experienced
Global Incident Manager
to lead the coordination and resolution of major incidents impacting critical payment and fraud detection systems. This role requires strong cross‑functional leadership, technical understanding, and exceptional communication skills to ensure rapid response, minimal disruption, and continuous improvement of incident processes in a fast‑paced, regulated environment.
Key Responsibilities:
Lead Major Incident Management (MIM):
Own the end‑to‑end lifecycle of major and high‑priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust.
Major Incident Response:
Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions.
24/7 Availability (On‑Call Rotation):
Participate in the global on‑call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours.
Coordinate Stakeholders:
Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders.
Impact Analysis & Mitigation:
Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds.
Communication:
Deliver real‑time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post‑incident communications and root cause summaries.
Root Cause Analysis (RCA):
Lead blameless post‑mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes.
Tooling & Automation:
Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams. A
forward‑thinking
and technically proficient candidate with a proven ability to modernize IT Operations and elevate incident management through strategic use of automation, tool integration, and AI‑driven solutions.
Success Metrics:
Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability.
Compliance & Audit:
Ensure incident records meet standards required by PCI‑DSS, ISO 27001, GDPR, and local financial regulatory bodies.
Requirements:
5+ years of experience in IT/Tech Incident Management, ideally in fintech, payments, or e‑commerce.
Experience managing incidents affecting
real‑time transaction systems , fraud platforms, or customer‑facing financial APIs.
Strong knowledge of
incident response frameworks (ITIL) .
Excellent stakeholder management and real‑time decision‑making under pressure.
Familiarity with payment gateways, fraud detection systems, and banking integrations.
Proficient in incident tracking systems (e.g., Splunk‑Oncall, ServiceNow, Jira).
Practical experience using modern monitoring and telemetry tools (e.g., Prometheus and Splunk).
Basic data analysis skills using Tableau, Splunk or other tools.
Proficient in working in an
Agile
environment (e.g., Kanban).
Fluent in English with excellent verbal and written communication skills.
Technical understanding of systems architecture (e.g., APIs, databases, cloud platforms).
Experience working with InfoSec or SOC teams.
ITIL or PMP certifications are an advantage.
Calm under pressure and crisis resilient.
Strong analytical and troubleshooting skills.
Highly organized and detail oriented.
Comfortable navigating ambiguity in a global, fast‑growing and changing environment.
#J-18808-Ljbffr