Incident Problem Manager

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for an Incident Problem Manager (IPM) to join our fast- Production Team. Reporting to the IPM Team Lead, you will be responsible for managing and mitigating major incidents and problems within our technology infrastructure and services. The IPM will be essential in ensuring service reliability, minimizing downtime, and driving continuous improvement across all incident and problem management processes.

Responsibilities

• Incident Management: Lead the management of high-severity incidents from identification through resolution, ensuring quick, effective response and restoration of services.
• Root Cause Analysis: Conduct detailed root cause analyses for incidents and problems, collaborating with technical teams to determine the underlying causes and prevent recurrence.
• Problem Resolution: Own and manage the problem management lifecycle, coordinating efforts across teams to implement corrective actions and drive incident resolution.
• Stakeholder Communication: Act as the primary point of contact during incidents, providing timely updates to stakeholders, managing expectations, and coordinating resolution activities.
• Post-Incident Reviews: Facilitate post-incident reviews and create post-mortem reports, highlighting key findings, lessons learned, and improvement actions.
• Process Improvement: Continuously review and refine incident and problem management processes to optimize response times, improve efficiency, and minimize service interruptions.
• Cross-Functional Collaboration: Work closely with OCC, Engineering, DevOps, Support, and other teams to ensure alignment and effective execution of incident and problem management strategies.
• Knowledge Management: Maintain a repository of known issues, resolutions, and best practices to improve knowledge sharing and expedite future incident response.

Bachelor’s degree in IT, Computer Science, or related field.

• 5+ years of experience in incident and problem management, preferably within payments, fintech, or IT services.

• Proven expertise in managing high-severity incidents and implementing problem resolution processes.

• Strong analytical and problem-solving skills with a focus on root cause analysis.

• Excellent communication skills, able to convey technical information clearly to both technical and non-technical stakeholders.

• Ability to work under pressure and make quick, informed decisions.

• Knowledge of industry regulations and compliance standards within payment processing is a plus.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

• A challenging job in a fast-developing, international company.
• A friendly work environment where you can thrive and develop your skills.
• Career advancement possibilities.
• Competitive remuneration package.
• Nuvei offers a wide variety of additional benefits which include Additional Health insurance incl. Dentist, Sport card, Food vouchers, Employee discounts card, Seminars and conference tickets, Playroom, and many other additional perks.