Incident Manager

Nice to meet you! We are Ascenda.

We make loyalty simple for banks and payment networks globally. Previously, these companies had to endure complex patchworks of third-party systems, mediocre user experiences and 18-month implementation projects to deploy a competitive rewards program. We turn things upside down with loyalty solutions rooted in beautiful design, exceptional customer value and rapid implementation.

About the role

As an incident manager, you will be responsible for managing the incident response lifecycle including the process to restore unplanned interruptions to daily operation and ensuring that it is within our SLAs with each of our clients. On days without incidents, you will be part of the L2 support team and working alongside both the servicing team and tech team.

In this job, you will be:

• Owning the incident lifecycle and ensuring that incident response and resolution are within our SLAs

• Collaborating with business stakeholders, technical SMEs and tech teams during active incidents for clients communications and status update of the incidents

• Collaborating with the technology teams for post-incident reviews and assessments

• The subject matter expert on incident management process and collaborate with the different engineering teams in Ascenda to refine and improve the incident response process

• On a day-to-day basis, work alongside our service agents, product, business and tech teams to investigate technical issues, identify and solve root causes

• Monitoring our critical operations processes, resolve or escalate (for any issue) to relevant team in a timely manner to prevent breaching of agreed SLAs

• Assisting development of internal operations tools and dashboards from the ground up to monitor stats, automate workflows and streamline daily operations

• Collaborating and working with different engineering teams in Ascenda, ranging from our core API platform and services, to frontend products and high throughput backend systems to deliver timely systems, process & business monitoring to our centralized operations platform

We are looking for someone who:

• Has previous technical background in areas such as QA, development, technology operations or incidents management in a SaaS companies

• Has direct experience in incident management as an incident commander

• Is comfortable and has a good understanding in technical diagrams, SQL queries, data relations, etc

• Possess good technical problem-solving skills, by being able to develop understanding of the systems and the data flow via following ways (but not limited to):

  • reading documentation on functional specifications

  • asking right questions to domain experts

  • Interpreting results and logs (Mailgun, Graylog, Datadog, etc.)

  • digging through raw data through various interfaces and databases

  • able to read and write code (this is optional but will be a plus!)

• Possess good technical skills to set up alerts/create new dashboards/interpret results for monitoring platforms (Grafana, Prometheus, etc.)

• Possess good communication skills, able to and aware of the needs to craft message and and reports accordingly to technical and non-technical audiences

• Passionate and excited about troubleshooting issues, improve processes & products and deliver great experiences

• Be a team player, willing to help and work across teams, share knowledge and care about the tasks you support

• Comfortable with shift-work/supporting our global customers 24 hours