Incident Manager

As our Incident Manager, you will be the cornerstone of Satispay's reliability and resilience. Acting as the authoritative leader during critical situations, you will ensure our platform remains stable and trustworthy for millions of users. This role is crucial for protecting our user experience, maintaining business continuity, and driving the continuous improvement of our technology.

Responsibilities

Orchestrate Incident Response: take command during critical events from initial detection through to remediation, serving as the central point of coordination; Drive Regulatory & Compliance Reporting: own the incident reporting lifecycle for regulatory compliance, ensuring incidents are classified, documented, and reported in alignment with European operational resilience mandates (e.g. DORA, PSD2, GDPR); Master Stakeholder Communication: deliver clear, timely, and accurate updates to leadership, technical teams, and business stakeholders; Drive Blameless Post-Mortems: lead post-incident reviews to uncover root causes and turn insights into actionable preventative measures; Evolve Our Incident Management Framework: refine and improve incident management processes, tooling, and documentation; Proactively Enhance Platform Stability: analyze monitoring data to identify trends and weaknesses, collaborating with engineering teams to neutralize issues before they impact users

Requirements

3–5+ years of dedicated experience in Incident Management, Site Reliability Engineering (SRE), or a similar technical operations role within a high-growth tech or FinTech environment; Practical experience managing and documenting incidents in highly regulated environments; Understanding of strict reporting timelines and operational resilience mandates required by frameworks like DORA, ISO 27001, or PSD2; Comfortable discussing cloud infrastructure, microservice architectures, and AI systems; Hands-on experience with observability tools (e.g., Splunk, Datadog, Grafana, Prometheus); Proven ability to direct technical teams during a crisis, brief executives concisely, and write highly clear, factual documentation for internal post-mortems and external audits; Monthly travel to the Milan office

Nice to have

Experience building or scaling an incident management program from the ground up; Relevant technical or service management certifications (e.g., ITIL)

Benefits

Health: private insurance for you and your family, psychological support with Serenis, mental health workshops; Financial resources: Stock Option Plan, meal vouchers, relocation support if moving countries; Growth and development: professional development programs, internal mobility, language courses with Preply; Flexibility: unlimited PTO, hybrid working policy, flexible working hours; Family: enhanced parental leave, additional leave for child sickness