Technical Incident Response Analyst

Serve as point of contact for internal communications related to production incidents and outages.,Collaborate closely with Incident Problem Management (IPM) and Operations Control Center (OCC) to gather accurate, real-time information regarding incident scope, impact, and progress.,Ensure consistent, timely updates are communicated throughout the incident lifecycle.,Prepare official business summaries and internal incident statements.,Draft external-facing documents for clients, including Incident Reports (IR) and Root Cause Analysis (RCA) reports.,Maintain detailed incident records, including timelines, actions taken, decisions made, and final resolutions.,Develop, update, and maintain internal documentation and support procedures to ensure teams have access to current and accurate processes.,Interface with internal teams such as Customer Support, IT, Product Development, and Operations to provide clear and regular updates on incident status and resolution progress.,Establish and maintain strong working relationships with key internal and external stakeholders to ensure effective communication during high-pressure situations.,Experience in the creation and distribution of external root cause analysis reports.,Proven experience in internal production and incident communication, preferably within the fintech or payment service provider industry.,Strong understanding of incident response processes and problem management.,Availability to work non-standard hours when required, in a dynamic production environment.

Availability to work non-standard hours when required, in a dynamic production environment.