Incident Manager Banking

We are on a mission to liberate businesses and people to do their best work.

We are an ambitious, international team with more than 30 nationalities represented today. We believe that people do their best work when they're given the freedom to thrive and grow. Thinking big, bringing a positive attitude, and taking full ownership are three characteristics that thread our team together.

Founded in 2016 Spendesk today serves thousands of businesses in Europe and the US, and we recently raised a further ?100m investment bringing our series C funding to over ?200m and in the process becoming one of Europe's latest Tech Unicorns. Our team of 350+ Spendeskers is spread across four offices in Paris, Berlin, London and San Francisco, alongside many teammates working remotely from various cities in Europe.

And we're growing fast. Come join us!

The Banking Incident Manager will be in charge of managing all incidents related to Banking scope from the beginning until it is solved. This role sits within the banking squad, whose main mission is to bring together all banking features used by the Spendesk software (KYB, card payments, transfers).

The incident manager will be working closely with the level 1 support team, the engineering team, as well as external banking partners

What are the main missions:

• Do the 2nd level of Support for Banking issues (quality oriented instead of handling volume of tickets)
• Detecting via technical monitoring OR be aware of any alerts coming from the care team. Do a first level of technical monitoring and lead the improvements of our alerting system (in collaboration with the Engineering team) in order to prevent the incident
• Prioritising incidents, managing engineering team diagnosis and fixing bug priorities
• Communicating internally to all teams concerned regarding the incident
• Management of the banking run:
• Prepare and lead the support topics during weekly partner calls
• Define prios internally regarding the banking tech guy or externally with our partners
• Follow up with partners on incident resolution and long-term plans
• Monitor partner incident SLAs

What we're looking for

• Strong technical background and good banking knowledge with a first experience in customer support / care
• Rigorous, capacity to follow predefined procedures, step by step
• Good communication & listening skills
• Sense of prioritisation
• Act for the customer: constantly going the extra mile to help the client
• Sound knowledge on SQL queries and handling of tech tools such as Grafana, Kibana, Postman, Insomnia
• Good knowledge on ticketing tool such as Jira, Intercom, Zendesk, Salesforce... is a plus
• As we are an international team, please submit your application and CV in English.

Benefits:

• Exciting time to join Spendesk in terms of growth and opportunities
• Competitive compensation package with equity (everyone is an owner of the company!)
• Flexible and remote-friendly work environment
• The best equipment for your needs (Macbook Pro, secondary screen, ...)
• Internal social events (hackathon, company-wide parties, offsite, ...)
• Brand-new offices in the heart of Paris, Berlin & London
• A purple Spendesk card (for your work purchases)!
• And more!

What you can expect from the process:

• 1. A video call with one of our Talent Acquisition Partners to fully understand your career aspirations and answer any questions you have
• 2. A series of videos calls with members of the team to align on what they will expect from you, and assess your technical skills and job fit
• 3. A final video call with the Hiring Manager, Head-Of, or C-Level (CEO included) to review any remaining questions