Incident Commander

About Paysafe

Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,000 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com. 

What to expect:

• Support the day-to-day Incident Management operational process for all business units
• Lead the preparation of Post Incident Reports.
• Schedule and lead incident review meetings.
• Follow-up with key resources to obtain all the information needed to produce incident reports.
• Follow through, follow-up and track incident actions from reports.
• Help standardize, automate and improve the incident management process.
• Find innovative ways to streamline our service management and operational processes.
• Analyze trends for recurring incidents and problems; escalate in a timely manner.
• Ensure the Incident, Problem and Change Management Practices are followed.
• Develop Incident Management reports that support KPIs.
• Promote the adoption and adherence to the global Incident Management process and support continual service improvement efforts.
• Work on a regular schedule and participate in rotational on call activities to ensure 24/7 support with exceptional service.

To be successful you need to have:

• University degree in IT, business or equivalent field of study.
• Familiarity with ITIL framework and practices, ITIL V3 or ITIL 4 Foundations certification.
• Minimum of 3 years’ experience in IT service operations, service delivery or service management
• A good knowledge of ITSM tools. Experience with ServiceNow is an asset
• A very good understanding of Incident Management, Problem Management and Change Management processes
• A sound understanding of infrastructure and application components, how these rely and interact with each other, and how they deliver services to end customers.
• Strong communication and interpersonal skills. The ability to build strong relationships with staff members, internal stakeholders and external parties.
• Strong problem-solving capabilities, analytical, efficient and quick thinker.
• Excellent English reading and writing skills
• Ability to lead meetings with senior management
• Ability to work with geographically dispersed teams representing different cultures
• Experience in the Payment Processing and Digital Wallets industries is an asset
• Strong collaboration skills and the ability to manage conflict
• Passionate about getting work done in a professional and timely manner
• Ability to prioritize complex tasks, overcome obstacles and negotiate solutions.
• Embrace change and thrive in a complex, high velocity IT environment
• Positive, thoughtful and ‘make it happen’ personality

Why work at Paysafe?

• Career Growth: We offer continuous learning and development opportunities, empowering you to nurture your career in the dynamic world of online payments.
• Employee Benefits: In addition to a competitive salary, we offer health insurance, cancer and life insurance, 30 days of paid vacation, 4 paid volunteer days per year, summer hours (Dec-Mar), a birthday day off, and more.
• Work-Life Balance: We are committed to fostering a balanced work environment with flexibility, ensuring you have the opportunity to thrive both personally and professionally.

Equal Employment Opportunity

Paysafe offers equal employment opportunities to all its employees and applicants for employment and prohibits any form of discrimination based on ethnicity, religion, age, sex, nationality, disability, sexual orientation, gender identity or expression, or any other protected characteristic. This policy applies to all terms and conditions of employment. If you require any reasonable accommodation, please let us know. We are happy to assist you and look forward to hearing from you.