Incident Manager

About this role

The role is for an Incident Manager at Paystack, focused on owning how the company responds to and learns from every incident across all parts of the business. The role covers incident lifecycle management from intake to closure, ensuring ownership, communication, remediation and prevention of recurrence. It emphasises merchant experience, rapid updates, and restoring normal service for all incident severities. You will work with Risk, Engineering, Compliance, Finance, CX and Brand, and report into Operations. Responsibilities include coordinating responses, enforcing SLAs, driving remediation, and providing clear communications to merchants, leadership and regulators as needed. You will also lead retrospectives, track losses, refine the incident management playbook and ensure proper incident metrics and documentation."

What you would do

• Coordinate incident responses across all severities and assign owners
• Lead Sev1 and Sev2 incident responses, setting cadence and maintaining timelines
• Enforce incident SLAs and escalation triggers, escalating stalled incidents
• Drive remediation including follow-ups with merchants and refunds where applicable
• Maintain clear communications to merchants, leadership and regulators before, during and after incidents
• Prepare and maintain crisis communications templates and update playbooks with Brand
• Keep executive stakeholders informed and prepare incident and loss reporting for boards
• Flag incidents with regulatory or data protection implications and support notifications
• Facilitate blameless retrospectives within 5 business days and classify root causes
• Track and report incident metrics, losses and recovery owners, and drive fixes to underlying problems

What they are asking for

• 5-7 years of experience in incident management, operations or operational risk
• Track record of leading major incidents or crises (e.g., incident commander or operational risk lead)
• Working knowledge of incident and problem management, blameless retrospectives and operational loss management
• Strong tooling and data fluency with Jira or similar, status pages, and ability to pull data to analyse trends
• Ability to prioritise merchant impact and maintain composure under pressure
• Clear written and verbal communication skills for merchants, executives and board
• Ability to influence across functions including Engineering, Risk, Compliance, Finance and CX
• Structured operator who designs processes, uses data to track losses and trends
• Commitment to ensuring actions are closed and updates are provided until resolution

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