About the job
As the payment processing landscape undergoes rapid transformation, businesses increasingly seek reliable and strategic partners to fuel their growth.
Introducing Nuvei, a dynamic Canadian fintech company dedicated to enhancing the business operations of clients worldwide. With our modular, adaptable, and scalable technology, we empower leading enterprises to accept next-generation payments, provide diverse payout options, and take advantage of services in card issuing, banking, risk, and fraud management. By connecting businesses with their customers across over 200 markets, with local acquiring in 50 markets, 150 currencies, and 700 alternative payment methods, Nuvei equips customers and partners with the tools and insights necessary for success both locally and globally through a single integration.
At Nuvei, our core values drive us, and we thrive on tackling complex challenges. We are committed to the continuous enhancement of our product offerings and providing unmatched customer service. We are constantly on the lookout for exceptional talent to join us on our exciting journey!
The Role:
As a member of the Operations team, you will serve as the primary liaison for internal communication with Incident Problem Management, the Operations Control Center (OCC), and various customer-facing teams. The Technical Incident Response Analyst will be responsible for crafting and disseminating timely and accurate internal communications regarding the status of events, incidents, and critical outages affecting client-facing environments. This role demands a solid understanding of incident response, outstanding communication skills, and the capacity to distill technical information into clear, concise messages for both internal and external stakeholders.
Key Responsibilities:
Incident Communication
- Act as the primary point of contact for internal communications related to production incidents and outages.
- Work collaboratively with IPM and OCC to gather precise, real-time information regarding incident scope, impact, and resolution progress.
- Ensure consistent and timely updates are communicated throughout the incident lifecycle.
- Documentation and Reporting
- Create official business summaries and internal incident statements.
- Draft external-facing documents for clients, including Incident Reports (IR) and Root Cause Analysis (RCA) reports.
- Maintain comprehensive incident records, including timelines, actions taken, decisions made, and final resolutions.
- Develop, update, and maintain internal documentation and support procedures to ensure teams have access to current and precise processes.
Stakeholder Engagement
- Collaborate with internal teams such as Customer Support, IT, Product Development, and Operations to provide clear and regular updates on incident status and resolution progress.
- Establish and nurture strong working relationships with key internal and external stakeholders to ensure effective communication and collaboration.
