- Company: Paystack
- Location: Nigeria (Hybrid)
- Job type: Full-time
About the role
Paystack is a technology company helping merchants in Africa get paid globally. As the Incident Manager, you will own how the company responds to, communicates about, and learns from incidents. Your goal is to ensure that merchants, regulators, and leadership trust Paystack when things go wrong. You will manage the entire incident lifecycle across all severities, from intake to closure and retrospective.
This role covers all company-wide incidents, including platform outages, security breaches, operational losses, compliance issues, and reputational events. You will work closely with Risk, Engineering, Compliance, Finance, CX, and Brand teams, reporting into Operations.
Responsibilities
- Respond: Ensure every incident is owned and progresses within SLA. Lead responses for Sev1 and Sev2 incidents, and monitor Sev3 and Sev4 to ensure owners meet deadlines. Drive remediation, including merchant follow-ups and fund recovery.
- Communicate: Provide clear, timely updates to customers and leadership. Own merchant communications, status page updates, and executive reporting. Flag incidents that may require regulatory notification to the Risk team.
- Learn and improve: Facilitate blameless retrospectives within 5 business days. Track losses and link them to risk registers. Continuously improve the incident management playbook and detection systems.
Requirements
- 5-7 years of experience in incident management, operations, or operational risk.
- Track record of running major incidents or crises (e.g., incident commander or major incident manager).
- Working knowledge of incident/problem management, blameless retrospectives, and operational loss management.
- Strong tooling and data fluency, including experience with Jira or similar tools and status pages.
- Ability to stay composed under pressure and communicate clearly to merchants, executives, and the board.
- Bonus: Background in CX, merchant operations, or fintech/payments industry.
How to apply
Interested and qualified candidates should click here to apply online.
