Coda Payments sedang merekrut seorang
Technology Service Manager (Incident Management)
Loker ini dibuat lebih dari 2 bulan yang lalu
What we do
Founded in 2011, Coda Payments (“Coda”) is the leading provider of secure, cross-border monetisation solutions for digital products and services in more than 60 markets. Through our three services: Codashop, xShop, and Codapay, we help top digital content publishers worldwide such as Activision Blizzard (Call of Duty: Mobile, Diablo Immortal), Riot Games (VALORANT, League of Legends: Wild Rift), Moonton (Mobile Legends: Bang Bang), Garena (Free Fire), Tencent (PUBG Mobile), beIN, Bigo Live, Tinder, and Viu to monetise their content and unlock new revenue streams.
Headquartered in Singapore, Coda has 11+ offices and 35+ remote locations worldwide. To date, we have over 500 employees of 42 nationalities working together towards the same mission: to offer our customers the best value, experience and entertainment every day, without fail.
In 2022, we have also been named the 5th fastest growing fintech company in the APAC by the Financial Times, the 13th fastest growing company in Singapore by the Straits Times, and a Technology Pioneer by the World Economic Forum.
Working at Coda
Life at Coda is fast-paced, challenging, and fun. As a rapidly growing global company, we’re always looking to step up and adapt to changes quickly; there is never a dull day at Coda.
Nonetheless, we value work-life balance as much as you do. At Coda, remote and flexible working arrangements take centre stage for Codans to work smartly and have autonomy in how they work.
We make things happen in the most impactful and effective manner. We are looking for someone eager to initiate new ideas, hungry to contribute more, derives satisfaction from team wins rather than individual ones, and values integrity. If this sounds like you, you will fit perfectly into our Coda team!
Your role
As a Technology Service Manager, you are responsible for the service management program for a fintech company primarily in a cloud-based environment, covering incident management, problem management and change management. You will act as the subject matter expert to guide the technical support teams for the initial incident phases, engineering teams for the later incident phases, and infrastructure teams for the change management processes.
Responsibilities
- Lead all incident workflow to manage all incidents to ensure security and resiliency for business continuity
- Build and lead the incident management framework with a set of required processes to ensure that all incidents are handled and managed in accordance with policies.
- Own the incident management policy and incident metrics for incident classifications, severity, impact, status, notification periods to external bodies.
- Define the different escalation workflows based on different types of incidents and the stakeholders involved in each workflow.
- Ensure that the performance of each incident is owned by the respective system or business areas and meets the service level agreements defined by key publishers, merchants and distributors.
- Ensure the root cause analysis for each incident is identified and identify the corrective actions taken to reduce likelihood of repeat incidents.
- Track and follow through all incidents, especially critical incidents to completion to identify any technical inadequacies or process gaps.
- Lead the documentation of all incident reports with inputs from different stakeholders and based on requirements from regulatory, compliance, privacy authorities and other parties
- Build the problem management process in support of the incident management process by identifying recurring incidents and
- Improve the current change management process for emergency change requests, risk and impact analysis, approval workflows and rollback plans to ensure stability of the production environment.
- Improve the current release management process to ensure traceability and integrity of deployments, segregation of duties between developer and infrastructure teams, across different environments
- Constantly work with engineering and other teams to improve monitoring and alerting systems to reduce time to react and time to recover
Requirements
- At least 6 years of relevant experience in incident and IT service management
- Familiarity with ITIL, COBIT, ISO-27001 frameworks and standards
- Knowledge in Scrum vs Kanban agile methodology is a plus.
- Have strong people and project management skills, able to work across different functional teams and stakeholders at varying levels
- Experienced within a fintech company is a plus.
- Data and metrics-driven approach
We are an equal opportunity employer and do not discriminate based on gender, race, age, religion, disability, or other local protected class. We are committed to cultivating an inclusive environment for all employees, and we welcome the diversity that you will bring!
We are sorry to inform you that only shortlisted candidates will be notified as we may be overwhelmed by the number of applicants coming into our system; hence if you do not get a reply from us - don’t give up on us just yet!
We encourage you also to check out our career site at https://www.codapayments.com/careers - we may have other suitable openings for you.
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