• Execute the Incident Management process and policies across the organization and ensure they are consistently followed.
• Coordinate internal and external communications during and after incidents.
• Document after-incident Postmortem reflection and actions.
• Evaluate and report on overall merchant experience.
• Meet with key stakeholders to understand and identify critical merchant-facing metrics and reporting.
• Work with application owners to establish SLAs and identify and track recurring issues.
• Work with application owners to document standardized playbooks for handling common incident scenarios.
• Work closely with Site Reliability Engineers to monitor and report on service availability.
• Collaborate with Site Reliability Engineers in the design of alerting and monitoring dashboards for the Payment Platform.

Skills: Incident Management, Communication Coordination, Postmortem Reporting, Stakeholder Engagement, SLA Management, Playbook Development, Service Monitoring, Dashboard Design

• Act as a SPOC for all internal and external stakeholders to ensure centralized Incident management and communication.
• Restore high-priority incidents.
• Lead and drive restoration calls.
• Engage and drive restoration with required vendors.
• Identify RCA for incidents and provide remediation plans to functional teams.
• Drive the efficiency and effectiveness of the incident management process.
• Produce management information, including KPIs and reports.
• Monitor the effectiveness of incident management and make recommendations for improvement.
• Develop and maintain the incident management system.
• Drive, develop, manage, and maintain the major incident process and associated procedures.
• Review and audit the incident management process.
• Ensure that all IT teams follow the incident management process for every incident.

Skills: Incident Management, Incident Restoration, Root Cause Analysis, Vendor Management, Process Improvement, KPI Reporting, System Maintenance, Compliance Auditing

• Fulfill duties as EIM and HCSIS system administrator.
• Edit and finalize all agency incidents and facilitate risk forums for the agency.
• Complete incident data entry of all optional incident reports.
• Assist Coordinators with entering reportable incidents.
• Follow up with personnel to close out reportable incidents in the allotted timeframe.
• Distribute monthly EIM reports to appropriate personnel.
• Complete internal incident quality assurance reports.
• Facilitate the agency Incident Review committee and the Investigation Peer Review committee.
• Train new employees and supervisors in incident management policies and procedures.
• Provide additional training to staff.

Skills: System Administration, Incident Management, Data Entry, Risk Facilitation, Quality Assurance, Report Distribution, Committee Facilitation, Staff Training

• Ensure flawless execution of the incident resolution process with transparent communication that drives high levels of internal and external customer satisfaction.
• Work directly with customers as an escalation point of contact in critical emergency circumstances, providing assurance and resources.
• Lead cross-functional post-incident reviews to ensure continuous improvement of operations and execution.
• Evaluate, in alignment with the case owner, the severity of every incoming issue.
• Ensure critical issues are assigned by the appropriate stakeholder with a case owner within specific SLAs and fully handed off to the relevant team.
• Address incoming escalations from executives and route them to the appropriate resources or teams.
• Assign, communicate with the customer, and manage any new emergency case from a leadership perspective.
• Manage internal communication and coordinate cross-team efforts to achieve smooth resolution.
• Design, document, and report on incident response processes, procedures, and metrics.
• Partner with internal compliance teams to ensure alignment with compliance frameworks.
• Participate in tabletops and incident simulations to strengthen preparedness.

Skills: Incident Resolution, Customer Escalation, Post-Incident Review, SLA Management, Executive Escalations, Cross-Team Coordination, Process Documentation, Compliance Alignment

• Identify, track, generate reports, and close all incidents with minimal business impact.
• Monitor the volume of incidents, incident resolution, pending incidents, complaints, communications, and escalations.
• Communicate incident status in a calm, clear, accurate, and concise manner.
• Monitor the status and progress towards the resolution of all open incidents.
• Provide complete and accurate information on events to support appropriate resolution.
• Facilitate technical and other resources through service restoration and recovery efforts for escalated incidents.
• Ensure that technical staff update tickets and that the incident management process is correctly followed through Quality Assurance.
• Start and drive incident bridges proactively and actively until resolution.
• Keep the affected Incident Initiator updated on progress.
• Follow escalation (technical, vendor, and management) and communication (standard and management) procedures.
• Confirm resolution and close the incident record.
• Analyze the incident flow and volume and suggest appropriate action.
• Document incident events, resolutions, follow-up action items, and prepare post-incident reports.
• Detect potential problems and assign them to the Problem Management team for resolution.
• Proactively manage SLAs by regularly checking aged and not updated tickets and driving engineers to action with the help of respective Team Leaders.

Skills: Incident Tracking, Incident Monitoring, Clear Communication, Service Restoration, Quality Assurance, Escalation Management, Post-Incident Reporting, SLA Management

• Be a subject matter expert for security, privacy, and application-related incidents, as well as overall information security processes.
• Own, develop, and maintain security incident management practices.
• Assist in the development and maintenance of broader incident management processes, with security incidents as a key component.
• Take hands-on tactical actions during incidents.
• Perform incident classification and triage upon receiving reports of potential incidents.
• Be on-call for security incidents that occur outside of working hours covered by the information security team.
• Follow up on incident resolutions, perform root cause analyses, manage tickets, and communicate appropriately with all relevant internal and external parties.
• Analyze vulnerabilities across business processes, company networks, cloud environments, operating systems, applications, and databases.
• Identify information security risks and deficiencies, and effectively communicate them to management and stakeholders.
• Strengthen practices by leading retrospectives and learning sessions for incidents.
• Monitor and manage security SLA compliance statuses for partnerships.
• Oversee the information security aspects of Business Continuity and Disaster Recovery processes.
• Create and maintain clear, concise, and practical documentation.
• Coordinate incident management-related training and key performance indicators (KPIs).
• Define and implement meaningful metrics to monitor and improve incident management within the organization.

Skills: Security Incident Management, Incident Triage, Root Cause Analysis, Vulnerability Assessment, Risk Communication, SLA Compliance, Business Continuity, Training & Metrics

• Experience working for consulting organizations.
• Experience in project management, from conception to delivery, with attention to detail even under pressure.
• Experience managing external resources and implementing technology projects.
• Demonstrate self-learning capabilities, taking initiative in a fast-paced/quickly changing environment.
• Good communication and interpersonal skills, capable of maintaining strong relationships.
• Strong organizational and multi-tasking skills.
• Excellent analytical and problem-solving abilities.
• Strong team management and leadership skills with cross-functional groups across divisions, worldwide, as part of a team.
• Documentation management experience and the ability to use project management tools.
• Good time management skills with the ability to meet deadlines.
• Can liaise with project stakeholders concerning project details and deliverables.
• Experience with identifying and implementing process efficiencies and monitoring the efficacy of updated workflows.
• Comfort with proactively and independently driving for results in small team environments.

Qualifications: BS in Information Technology with 8 years of Experience

• Broad experience supporting multiple product areas within the transport and automated fare collection industries.
• Strong knowledge of incident management, asset management, and service reporting.
• Skilled in Microsoft Office (Word, Excel, PowerPoint).
• Proven ability to deliver training, adapt processes quickly, and translate business requirements into effective reporting.
• Background in technical operations, fault management, and high-volume service centres.
• Excellent communication, interpersonal, and collaboration skills.
• Strong problem-solving abilities, attention to detail, and a proactive mindset.
• Flexible, adaptable, and able to work independently or in a team.
• Enthusiastic about new technologies, continuous improvement, and industry development.
• Possess ITIL v3 Foundation certification.

Qualifications: BS in Computer Science with 3 years of Experience

• Work experience as an Incident Coordinator/Junior Manager.
• Work experience in Enterprise environments, or Telco in Core, RAN, or Cloud.
• Ability to handle the network outage and drive towards restoration within the defined SLA.
• Ability to drive post-incident review meeting with the customer and all relevant stakeholders.
• Strong customer communication skills and stakeholder management skills.
• Technical and management bridge handling experience.
• Solid conflict management skills and the ability to work under a highly pressurized environment.
• Third-party vendor management and escalation management experience.
• Working knowledge of the incident and problem management process.
• Good knowledge of Enterprise Solutions, technical expertise in EnSo products.
• ITIL certification - minimum first level (basic).
• Customer Management experience.
• Knowledge of project management/Customer SLA Management.
• Prior experience working in Global Customer Interaction.
• Good communication and interpersonal skills.
• Flexible and ready for new challenges with great multi-tasking skills.

Qualifications: BS in Cybersecurity with 7 years of Experience

• Experience in at least two of the following roles: Member of a Security Operations Center (SOC), Security Incident Response Analyst, or supporting function, eDiscovery, or related role performing forensic functions.
• Deep understanding of security threats, vulnerabilities, and incident response.
• Understanding of electronic investigation, forensic tools, and methodologies, including log correlation and analysis, and forensically handling electronic data.
• Knowledge of the computer security investigative processes, malware identification, and analysis.
• Familiar with a basic understanding of the legalities surrounding electronic discovery and analysis.
• Understanding of regulatory stipulations regarding security incidents.
• Experience with SIEM technologies (i.e., Splunk).
• Deep understanding of both Windows and Unix/Linux-based operating systems.
• Ability to identify and articulate opportunities for improvement while helping drive lessons learned activities.
• Demonstrated integrity and judgment within a professional environment.
• Inquisitive approach to analysis and peer review.
• Ability to appropriately balance work/personal priorities.

Qualifications: BS in Network Administration with 4 years of Experience

• Experience working in a cloud-based SaaS provider, preferably hosted in AWS and/or GCP, or similar large-scale complex enterprise systems.
• Experience in leading incident and problem management processes.
• Good understanding and working knowledge of SaaS platform architecture, infrastructure, and applications concepts, including database administration, networking, load balancing, SSL, WAN, and security.
• Agile qualification in Service Operations and/or Service Level Management, or demonstrated experience working in an Agile-based service operations model.
• Formal problem management and root-cause analysis methodology qualification, such as ITIL OS&A and/or Kepner-Tregoe Problem Management.
• Willingness to work with a range of technologies and a demonstrated ability to quickly learn new technologies on the job.
• Demonstrated customer focus and a collaborative, team-oriented approach.
• Ability to prioritize tasks and well-developed time management skills.
• Solid analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Willingness to work flexible hours, including being on a 24x7 on-call roster.
• A constant drive and willingness to improve the current operational environment.

Qualifications: BS in Systems Engineering with 9 years of Experience

• Experience and any of the following or similar related certifications: CCNA, CEH, OSCP, OPST, eCPTT, GCIH, or GSEC.
• In-depth understanding of TCP, IP, and other lower-level network protocols, as well as common higher-level protocols such as HTTP, HTTPS, SMTP, POP3, FTP, and so on, and the ability to analyze captures of network traffic.
• Familiarity with network security devices, including firewalls, Intrusion Prevention Systems, Intrusion Detection Systems, and so on.
• Understanding of modern network operating systems, how they communicate, and in particular familiarity with the Microsoft Windows line of Operating Systems.
• Strong understanding of the malware products available on the market, how anti-malware software works, and how it is used in an Enterprise environment.
• Basic knowledge about common types of Information Security threats, such as buffer overflows, cross-site scripting, SQL injection, phishing, and other techniques used to compromise security.
• Ability to perform analysis of log files from multiple devices and environments, and identify indicators of security threats.
• Familiarity with Information Security practices and procedures, including investigative processes, and requirements for security audits such as SOX, SAS70, or ISO27001.
• Strong English writing skills, in particular the ability to communicate clearly with correct spelling, grammar, and sentence structure.
• Understanding of, and experience using, Unix-style operating systems, such as Solaris, Linux, or BSD.
• Experience with multiple types of enterprise-level anti-malware packages currently available.
• Experience with Operating System security, administration, and logging in an enterprise environment.
• Experience with basic scripting languages such as Bash, Python, or PowerShell.
• Previous experience writing technical documentation and/or process documentation.
• Experience dealing with Cybercrime and working in an environment that requires an investigative response when dealing with computer-based electronic evidence.

Qualifications: BS in Data Analytics with 10 years of Experience