Incident Manager
Satispay · Luxembourg, Luxembourg
About us
Traditional banking has never really given you control over your financial life. Satispay exists to change that: to empower people through finance.
That means making financial services easy and accessible for over 6.5M users. We started with payments, then benefits, investing, cards... and we’re not done. Not even close. We follow the same logic every time: find a real problem, solve it properly, then look for the next one. The destination? To build the most loved financial platform in the world. If you own outcomes rather than tasks, stay close to what users need, and refuse to wait for someone else to fix what's broken — you'll find people here who work exactly in the same way. And together, you'll build something worth being proud of.
What you'll be doing
As our Incident Manager, you will be the cornerstone of Satispay's reliability and resilience. Acting as the authoritative leader during critical situations, you will ensure our platform remains stable and trustworthy for millions of users. This role is crucial for protecting our user experience, maintaining business continuity, and driving the continuous improvement of our technology.
Here's what that looks like in practice:
- Orchestrate Incident Response - Take command during critical events from initial detection through to remediation. You'll serve as the central point of coordination, ensuring swift action, clear communication, and minimal service disruption.
- Drive Regulatory & Compliance Reporting - Own the incident reporting lifecycle for regulatory compliance. You will ensure incidents are classified, documented, and reported in strict alignment with European operational resilience mandates (e.g. DORA, PSD2, and GDPR), acting as the bridge between technical teams and risk/compliance authorities.
- Master Stakeholder Communication - Serve as the definitive voice of the incident. You will deliver clear, timely, and accurate updates to leadership, technical teams, and business stakeholders, building confidence during high-pressure situations.
- Drive Blameless Post-Mortems - Lead post-incident reviews to uncover deep-seated root causes. Rather than just documenting what happened, you'll own the process of turning insights into actionable preventative measures.
- Evolve Our Incident Management Framework - Refine and improve our incident management processes, tooling, and documentation to scale alongside our rapid growth and changing regulatory landscape.
- Proactively Enhance Platform Stability - Go beyond reactive management. Analyze monitoring data to identify trends and weaknesses, collaborating with engineering teams to neutralize issues before they impact our users.
Who We’re Looking For
We're looking for a leader who thrives in a collaborative environment and possesses a strong drive to solve complex problems. You take ownership when the stakes are high and are deeply passionate about system reliability and compliance.
- Relevant Experience - 3–5+ years of dedicated experience in Incident Management, Site Reliability Engineering (SRE), or a similar technical operations role within a high-growth tech or FinTech environment.
- Regulatory & Resilience Expertise - You have practical experience managing and documenting incidents in highly regulated environments. You understand the strict reporting timelines and operational resilience mandates required by frameworks like DORA, ISO 27001, or PSD2.
- Strong Technical Acumen - You are comfortable discussing cloud infrastructure, microservice architectures, and AI systems. You don't need to be a hands-on engineer, but you must speak the language fluently.
- Data-Driven Problem Solver - You have hands-on experience with observability tools (e.g., Splunk, Datadog, Grafana, Prometheus) and leverage data to guide your analysis and decision-making.
- Crisis Leadership & Communication - You have a proven ability to direct technical teams during a crisis, brief executives concisely, and write highly clear, factual documentation for both internal post-mortems and external audits.
- Mobility - This opportunity requires monthly travel to our Milan office.
Bonus Points:
- Experience building or scaling an incident management program from the ground up.
- Relevant technical or service management certifications (e.g., ITIL)
Don't worry if you don't tick every box. We believe in the power of different viewpoints and strengths. Your unique perspective is important as we build something special. If you're passionate and can make a difference, we truly encourage you to apply.
CareAbout: how we support your impact
We move fast, and evolution never stops. It’s a fun ride, but it can be challenging. To make sure our people truly thrive, we’re committed to making their lives easier, both in the office and out in the world.
That’s why we created CareAbout:
- ❤️ Health: private insurance for you and your family, psychological support with Serenis, mental health workshops.
- 💰 Financial resources: Stock Option Plan, meal vouchers, relocation support if you’re moving countries.
- ⚙️ Growth and development: professional development programs, internal mobility, language courses with Preply.
- 🌱 Flexibility: unlimited PTO, hybrid working policy*, flexible working hours.
- 👨👩👧 Family: enhanced parental leave, additional leave for child sickness.
*We embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time.
Equal opportunity employer
At Satispay, we're proud to be an equal opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs!
Learn more about us
Curious what it's actually like here? Our values and pillars shape how we work every day: explore them here https://www.satispay.com/en-it/work-at-satispay/.
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