About 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. 

Global Incident Manager 

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.

Desirable:

• 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. 

Key Competencies:

• 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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