Incident Manager

About the role

Satispay, a financial platform serving over 6.5 million users, is looking for an Incident Manager in Luxembourg. As the authoritative leader during critical situations, you will ensure the platform stays stable and trustworthy for its users, protect the user experience, maintain business continuity and drive continuous improvement of its technology.

Key responsibilities

• Orchestrate incident response from initial detection through remediation, coordinating swift action and clear communication
• Own the incident reporting lifecycle for regulatory compliance, classifying, documenting and reporting incidents in line with European mandates such as DORA, PSD2 and GDPR
• Act as the single voice of the incident, giving clear, timely updates to leadership, technical teams and business stakeholders
• Lead blameless post-mortems and turn insights into preventative measures
• Improve incident management processes, tooling and documentation as the company grows
• Analyse monitoring data to spot trends and weaknesses and work with engineering teams to prevent issues

Required profile

• 3-5+ years in incident management, site reliability engineering or a similar technical operations role in a high-growth tech or FinTech environment
• Practical experience managing and documenting incidents in highly regulated environments, with knowledge of DORA, ISO 27001 or PSD2 reporting timelines
• Comfortable discussing cloud infrastructure, microservice architectures and AI systems
• Proven ability to lead technical teams in a crisis, brief executives and write clear documentation for post-mortems and audits
• Monthly travel to the Milan office required

Required skills

• Hands-on experience with observability tools such as Splunk, Datadog, Grafana and Prometheus
• Bonus: experience building or scaling an incident management program from the ground up
• Bonus: relevant certifications such as ITIL

What we offer

• Private insurance for you and your family, psychological support and mental health workshops
• Stock option plan, meal vouchers and relocation support
• Professional development programs, internal mobility and language courses
• Unlimited PTO, hybrid working (three days in the office) and flexible hours
• Enhanced parental leave and additional leave for child sickness