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Spendesk
Spendesk

Incident Manager - Banking

CDI
Paris
Salaire : Non spécifié
Télétravail fréquent
Expérience : > 3 ans

Spendesk
Spendesk

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Le poste

Descriptif du poste

As an Incident Manager you will be in charge of managing all incidents related to Banking scope from declaration to resolution. This role sits within the banking tribe, whose main mission is to operate all banking features used by Spendesk’s software (KYB, card payments, transfers).

The incident manager will be working closely with the level 1 support team, the engineering team, the tech support team (in charge of prioritization and categorization) as well as external banking partners.

Please not that this is a fixed term 6 month contract role.

What you will do

  • Detection and logging
  • Be aware of the pipeline of incoming incidents (either declared by a client or detected by engineering teams)
  • Support the improvements of our alerting system (in collaboration with the Engineering team) in order to detect and prevent incidents
  • Prioritization and categorization
  • Optimize prioritization rules and categorization of incidents
  • Incident analysis and diagnosis
  • Contribute and take charge of the analysis where required within the banking scope
  • Incident resolution and closure
  • Provide 2nd-level support in diagnosing the Banking incidents and escalate to 3rd-level support if necessary
  • Coordinate resolution follow-up with service providers and collaborators
  • Manage and lead post mortem meetings (Root Cause Analysis, Incidents reports Etc..)
  • Follow up with partners on incident resolution and long-term plans
  • Transversal tasks
  • Communicate internally to all teams concerned regarding the incident
  • Manage and lead crisis cells during the major incidents
  • Monitor partner incident SLAs
  • Define & monitor action plans

    • Who we are looking for:

  • Strong technical background with at least 3-4 years of experience in Customer Support / IT service management, or a similar role
  • Rigorous, capacity to follow predefined procedures, step by step
  • Good communication & listening skills
  • Sense of prioritization
  • Act for the customer: constantly going the extra mile to help the client
  • Sound Knowledge of IT service management Process and ITIL methodology
  • Good ability to understand the technical topics, IT systems, software and programming languages (SQL and Java) and to turned it into non technical reports
  • and incident communication
  • Good knowledge on ticketing tool such as Jira, Intercom, Zendesk, Salesforce... is a plus
  • Good banking & fintech knowledge would be a plus
  • Fluent english
  • Working knowledge of French would be a plus

    • As we are an international team, please submit your application and CV in English.

    About Spendesk 

    Spendesk is the 7-in-1 spending solution built for finance teams to make faster, smarter spending decisions. Founded in 2016, Spendesk is now one of the fastest-growing fintechs in Europe, with over 4,000 customers and an international team of 500+ employees based in Paris, Berlin, London, Hamburg, and remote. We’ve raised over €260M from leading investors, and been named a French tech unicorn. And we’re not stopping there! 

    About our people & culture

    We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset. 

    About our benefits 

    Our culture is built on trust, empowerment, and growth — with benefits to match!

    - Lunch 60% funded by Spendesk (Swile Card)

    - 9 RTT in 2023 on a pro-rata basis, in addition to your 25 paid holiday days

    - Alan Premium health insurance

    - A Gymlib pass to let off steam after a productive day at work

    - Access to Moka.care for emotional and mental health wellbeing

    - Access to Vendredi allowing us to change the world

    - Latest Apple equipment (MacBook Air)

    - Great office snacks to fuel your day

    - A positive team to work with daily!

    Diversity & Inclusion

    At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.

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