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Incident Problem Manager



Atlanta, GA, USA
Posted on Monday, June 10, 2024

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Responsible for the monitoring, reporting, and management of incidents and outages impacting normal business operations; including the creation and distribution of internal communication, client and partner notifications, coordination and documentation of the root cause analysis and recommendation of preventative measures.

Responsibilities and Duties:

  • Establish and implement Incident Problem Management process and procedures based on ITIL framework
  • Generate and Maintain services inventory
  • Create and Report team Key Performance Indicators for systems and IPM functions
  • Recommend corrective action and improvements
  • IPM Team Functions:
  • Monitor & Report on platforms and services up-time
  • Field, Triage, and Coordinate calls to mobilize resources during incidents or outages
  • Liaise with Development, DBA, Network, or Product for any on-call resources required to assess/correct problems
  • Establish / Maintain bridge line call during the outage to coordinate notification actions recovery resources
  • Draft, Approve, and Distribute notifications to internal and external resources on recovery status and expected updates
  • Log incidents / outages to tracker and maintain DB to create reporting / metrics on KPIs
  • Coordinate post incident root cause analysis, and review / mine data to determine future preventive measures
  • Draft, Approve and Distribute Scheduled & Emergency maintenance notifications
  • Any other tasks as assigned