Incident Manager

About the Role

Paystack is building the modern financial infrastructure for Africa, enabling businesses of all sizes to accept payments seamlessly online. We are looking for a dedicated Incident Manager to own our end-to-end incident lifecycle. In this crucial role, you will ensure that platform outages, security threats, and operational challenges are handled swiftly, transparently, and with an unwavering focus on merchant trust and business continuity.

• Lead incident coordination across all severities, from initial triage and classification to resolution and closure.
• Enforce response SLAs, manage escalations, and drive remediation efforts to prevent recurring issues.
• Communicate transparently with affected merchants, internal leadership, and regulatory bodies during and after incidents.
• Facilitate blameless retrospectives within five business days to identify root causes and track preventative actions.
• Track operational losses, monitor risk metrics, and continuously refine crisis communication playbooks.

• 5 to 7 years of professional experience in incident management, operations, or operational risk.
• Proven track record of managing major incidents or crises as an incident commander or operational risk lead.
• Strong working knowledge of blameless retrospectives, problem management, and data tracking tools like Jira.
• Exceptional communication skills with the ability to remain calm and decisive under intense pressure.
• Experience in fintech, payments, banking, or another highly regulated, always-on industry is a strong advantage.

• Competitive salary and comprehensive health insurance coverage.
• Opportunities for professional growth and leadership development in a fast-paced fintech environment.
• Collaborative, diverse, and inclusive workplace culture with modern tools to support hybrid or remote work.

Skills