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Vesta · 3 weeks ago

Global Incident Manager

Atlanta, GA

Full-time

Hybrid

Senior Level

5+ years exp

Vesta Corporation is a leading provider of innovative payment processing solutions, empowering MVNOs and MNOs to accept payments securely. The Global Incident Manager will lead the coordination and resolution of major incidents affecting critical payment systems, ensuring minimal disruption and continuous improvement of incident processes.

Financial Services

H1B Sponsor Likely

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

Qualification

IT/Tech Incident ManagementIncident response frameworksPayment gatewaysIncident tracking systemsMonitoring toolsData analysisAgile environmentSystems architectureInfoSecSOC experienceITILPMP certificationsAnalytical skillsEnglish communicationOrganizational skills

Required

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

Preferred

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

Company

Vesta

Vesta's Revenue Orchestration technology, powered by advanced cross-company machine learning, enables seamless payment flows while protecting customers and companies against fraud.

Founded in 1995

Lake Oswego, Oregon, US

201-500 employees

https://vesta.io

H1B Sponsorship

Vesta has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (6)

2024 (5)

2023 (2)

2021 (7)

2020 (7)