Business Incident Manager

(2 Posts)
ADV: Wed 07-Jul-21 16:29:40

Please note that this role is a full-time position but there can be flexibility around working hours if required.

Location: Canary Wharf, London. You will be required to be in the office for a minimum of 2 days per week.

Paysafe is a leading global provider of end-to-end payment solutions. Our core purpose is to enable businesses and consumers to connect and transact seamlessly through our industry-leading capabilities in payment processing, digital wallets and online e-Cash solutions. Delivered through an integrated platform, our solutions are geared towards mobile-initiated transactions, real-time analytics and the convergence between bricks-and-mortar and online payments.

With over 20 years of online payment experience, a combined transactional volume of US$56 billion in 2017 and over 3,000 staff located in more than 15 global locations, Paysafe connects businesses and consumers across 200 payment types in over 40 currencies around the world.

For more information, visit:

Role Overview:
The Business Incident Manager is a senior 2nd line of defence (2LoD) appointment, supporting the head of operational resiliency who has oversight responsibility for Paysafe Group and all Regulated Entities for business continuity, crisis management, physical security & insider threat.

The individual will work closely with all business teams globally to provide ongoing independent oversight and challenge of day-to-day incident response / management activities that are owned by 1st line of defence (1LoD) businesses. They will be responsible for advising and supporting the business with the all stages of incident management, namely; i) Identify & Log, ii) Assess & Escalate, iii) First Actions, iv) Management, v) Resumption and vi) Lessons Learned. They will also work closely with business leaders to directly support and manage high-profile critical incidents including all associated follow up actions.

The Business Incident Manager will maintain effective dialogue with a wide range of senior stakeholders across the group to deliver focused and continuous improvement of incident management practices, including framework, policy, and guideline development. They will also be required to produce high quality reporting and analysis to the appropriate governance committees including the group board.

Areas of Responsibility:
•Management of high-profile critical Incidents within complex environments; engaging, focusing, and driving internal and external teams to efficiently restore operations.
•With a focus on prevention rather than cure, lead implementation of permanent resolutions to reduce repeat incidents, and minimise impact of those incidents that cannot be prevented.
•Accountable for delivering clear and accurate communication during critical Incidents to stakeholders across the group.
•Confidently lead critical incidents from inception through to resolution; working with a wide range of senior business stakeholders (including other support functions IT, Information Security and BCM etc..) to ensure we learn and make improvements when things go wrong.
•Driving post incident analysis of critical incidents to define the root cause and make sure the necessary actions are seen through to fruition to avoid re-occurrences.
•Responsible for clarifying the severity of all levels of incidents to execute the correct level of the Incident Management process including regulatory reportable incidents.
•Identification of regulatory reporting thresholds and liaising with the necessary internal teams to ensure timescales are met.
•Provide oversight, support, and subject matter expertise for lower level incidents across all business lines.
•Produce comprehensive incident root cause reports for senior and Board level executives.
•Build and use a deep understanding of business processes to effectively prioritise incident management activities and associated first line of defence training.
•Support and participate in Disaster / Business Recovery tests for critical services as advised by the Group Business Continuity team.
•Develop, delivery and maintain Incident Management framework, policies, and guidelines to empower the business to build robust incident management capabilities for low level incidents.
•Be part of a matrix team providing 24x7 cover for major incident and crisis situations across the group and formulate a scalable operating model and team in conjunction with IT and Information Security.

Key competencies required:
•Develops strategic perspective
•Know how work relates to the organization's business strategy (line-of-sight connection).
•Balance the short-term and long-term needs of the organization.
•Ensure that all systems in the organization are aligned toward achieving the overall strategic goals.
•Communicates powerfully and broadly
•Use strong writing and verbal skills to communicate facts, figures, and ideas to others.
•Give clear, understandable instructions to employees and others
•Help people understand how their work contributes to broader business objectives
•Break down communication barriers between teams and departments
•Collaborates and fosters teamwork
•Promote a spirit of cooperation with other members of the work group
•Develop cooperative working relationships with others in the company
•Proactively address conflicts and disagreements that affect effectiveness
•Focuses on results
•Build commitment in others for their individual and team objectives.
•Hold others accountable for achieving results.
•Lead or champion efforts to increase productivity and goal accomplishment throughout the organization.
•Builds relationships
•Handle difficult situations constructively and tactfully.
•Maintain and utilize relationships outside the company through which resources or information can be generated.
•Deal effectively with people in order to get work accomplished.

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.

To apply: please go to

OP’s posts: |
Windingroad21 Wed 07-Jul-21 16:33:14

No mention of the salary? Nothing that infuriates applicants more than not being open and upfront about this. Please don’t write ‘competitive’ either.. just give a figure.

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