Technical Incident Response Analyst

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!

The Role:

Operations team, serving as the primary point of contact for internal communication with Incident Problem Management, the Operations Control Center (OCC), and various customer-facing teams. The Technical Incident Response Analyst in this role is responsible for crafting and disseminating timely and accurate internal communications regarding the status of events, incidents, and critical outages within the client-facing environments. This role requires a keen understanding of incident response, excellent communication skills, and the ability to synthesize technical information into clear and concise messages for both internal and external stakeholders.

Responsibilities:

Incident Communication

• Serve as point of contact for internal communications related to production incidents and outages.
• Collaborate closely with IPM and OCC to gather accurate, real-time information regarding incident scope, impact, and progress.
• Ensure consistent, timely updates are communicated throughout the incident lifecycle
• Documentation and Reporting
• Prepare official business summaries and internal incident statements.
• Draft external-facing documents for clients, including Incident Reports (IR) and Root Cause Analysis (RCA) reports.
• Maintain detailed 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 accurate processes.

Stakeholder Engagement

• Interface 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 maintain strong working relationships with key internal and external stakeholders to ensure effective communication during high-pressure situations.

Requirements

• Experience in the creation and distribution of external root cause analysis reports.
• Proven experience in internal production and incident communication, preferably within the fintech or payment service provider industry.
• Strong understanding of incident response processes and problem management.
• Exceptional written and verbal English communication skills.
• Ability to distill complex technical information into clear and understandable messages for a non-technical audience.
• Detail-oriented with excellent organizational and multitasking abilities
• Availability to work non-standard hours when required, in a dynamic production environment.

Benefits

• Competitive remuneration package and flexible benefits. 
• Private Medical Insurance.
• Access to benefit platform.
• Glasses reimbursement.
• Free tea & coffee.
• Access to the relaxation area where we have PlayStation 5, Pool table, team games and other facilities.

Please send your resume in English.

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.