Incident Manager for High-Scale Wallet, Payment & Commerce Platforms

OpsWerks is a technical consulting company specializing in operational services for high tech industry. As we experience rapid growth, we are seeking an INCIDENT MANAGER who operates at the highest standards of reliability and precision to support a globally scaled, consumer-facing wallet, payment and commerce platforms to join our Product Services Group.

🧭 Role Overview

Our ideal team mate has hands-on experience with mission-critical services involving digital wallets, peer-to-peer payments, card integrations, tokenized commerce, and backend transit systems. You will lead real-time issue response, post-incident analysis, and process improvement across a platform trusted by millions of users for secure, seamless transactions every day.

🚨What You'll Own

• Act as the incident commander during high-impact events - leading diagnosis, stakeholder coordination, and resolution for 24x7 environment.

• Drive structured response protocols across engineering, product, operations, compliance and partner teams.

• Own clear, consistent stakeholder communications during and after incidents, including real-time status, user impact, and recovery milestones.

• Manage incident retrospectives with attention to root cause, system patterns, and long-term fixes.

• Shape and enforce best-in-class incident management practices in a regulated, high-availability environment.

📌 Your Experience

• Education: A bachelor's degree in Technology, Computer Science, Engineering or related field

• Experience: 5-10 years in technical operations, incident response, or Site Reliability Engineering, preferably within digital payment platforms, banking tech, or large-scale fintech systems running in 24x7 operations.

  • Direct experience supporting or integrating with wallet or payment services used by millions - such as peer-to-peer transfers, contactless checkout, virtual cards, and commerce APIs.

  • Fluency in transaction architecture, real-time processing, tokenization, and security protocols (e.g., secure enclaves, HSM, biometrics)

  • Exceptional verbal and written communication—able to synthesize technical chaos into clarity for executives and partner teams.

  • Expertise with monitoring and ticketing tools (e.g., ServiceNow, PagerDuty, Datadog, Splunk, Statuspage).

  • Familiarity with regulatory and compliance requirements (e.g., PCI DSS, AML/KYC standards)

• Problem-Solving Skills: Strong problem-solving abilities, with the ability to identify issues, develop solutions, and implement changes to improve efficiency and effectiveness.

• Organizational Skills: Excellent organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.

• Analytical Skills: Strong analytical skills, with the ability to analyze data, identify trends, and make informed decisions to improve site operations.

• Customer Service Orientation: A strong customer service orientation, with the ability to anticipate and meet the needs of internal and external stakeholders.

🎯 Preferred Profile

• Experience in environments where availability, privacy, and security are non-negotiable—such as financial services, national-scale mobile platforms, or embedded payment systems.

• Strong incident documentation and process-building habits.

• ITIL, SRE, or crisis management certification or training.

• Prior collaboration with external partners (e.g., issuing banks, processors, card networks) in a time-sensitive support model.

🌍 What You'll Help Us Maintain

• Enterprise-grade reliability: Supporting millions of secure transactions daily, with near-zero tolerance for downtime.

• Consumer-grade experience: Seamless, frictionless, always-on wallet and commerce interactions.

• Platform-grade scale: Integrating real-time financial data, commerce workflows, and third-party services into a unified, trusted system.

✨Why Join Us?

• Help ensure payment integrity, trust, and experience at a global scale.

• Work with a cross-functional, high-performing team committed to user-first design and operational excellence.

• Take on critical responsibilities in a mission-driven environment with clear technical ownership.

• Prior collaboration with external partners (e.g., issuing banks, processors, card networks) in a time-sensitive support model.

Hiring Process