Robert Half Technology are assisting a payments business to recruit an Incident Triage Coordinator on a contract basis. Fully remote working. ASAP start. Initial 6-month contract.
Role
* The Incident Triage Coordinator will support the management and coordination of low- and medium-severity incidents affecting a large-scale fintech platform.
* Respond promptly to incidents raised through Jira, Slack, and PagerDuty, ensuring issues are assessed and managed in line with established response playbooks.
* Coordinate incident response activities across engineering and operational teams using tools including Google Meet, Slack, Jira, and PagerDuty.
* Ensure accurate and timely capture of incident facts, updates, and response actions throughout the incident lifecycle.
* Work closely with engineering leaders to assess customer impact, operational risk, and platform stability.
* Ensure customer communication processes are initiated quickly for any real or potential service impacts.
* Monitor incidents for escalation triggers and escalate to senior incident management teams where appropriate.
* Maintain accurate and complete incident records, ensuring documentation standards and review criteria are met.
* Provide concise end-of-shift summaries of incidents and response activities to internal stakeholders.
* Support continuous improvement of incident management processes and operational response procedures.
Profile
* The Incident Triage Coordinator will have proven experience within incident management, service operations, or technical support environments.
* Previous experience within fintech, payments, or technology organisations is highly desirable.
* Strong understanding of incident management processes and operational response methodologies.
* Hands-on experience with tools such as PagerDuty, Jira, Slack, and collaboration platforms.
* Excellent organisational skills with strong attention to detail and process adherence.
* Strong communication skills, with the ability to coordinate effectively across technical and non-technical teams.
* Ability to remain calm and organised in fast-paced, high-pressure operational environments.
* Strong analytical, problem-solving, and critical-thinking abilities.
* Comfortable working independently within a remote, shift-based environment.
* Bachelor's degree or equivalent professional experience preferred.
Company
* Payments business
* Fully remote working
* Fast-paced fintech environment with a strong operational and technology focus
Salary & Benefits
The salary range/rates of pay is dependent upon your experience, qualifications or training.
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