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Job description

Mambu is the leading SaaS core banking engine. If you’re a customer of the largest digital bank in the EU, then you’ve probably interacted with our platform and didn't even know it. We are at the heart of what makes digital banks and lenders work - the system that processes banking transactions and updates accounts and other financial records from deposits to loans and credit balances. But we are different. We are not just cloud-native, lean and flexible - we are helping to revolutionise financial services globally. We are in a growth phase and we’ve only just begun.

To help us on our mission, we bring together people with the best skills and attitude. It doesn’t matter where you are from, what matters is the impact you have and your passion to make a difference.

To continue our success story we are looking for a Chapter Lead to define the incident management framework and ensure that all processes, knowledge, tools and workflows are built and maintained accordingly, and all required improvements are implemented. 

You will:

  • Design an effective incident management process by: 
  • - Clearly defining all workflows and roles in the process;
    - Assigning clear ownership and responsibilities;
    - Having all stakeholders aligned on roles and responsibilities;
    - Leading a dialog with engineering teams & securing all of our alerts that are actionable;
    - Monitoring incident resolution timing against SLA framework. Leading a dialog with engineering teams for continuous improvement;
    - Making sure the whole process is documented;
    - Ensuring we have onboarding/ training sessions for all on call engineers.

  • Continuously monitor and improve the process by: 
  • - Setting up regular meetings with the stakeholders to assess current process status and identify potential improvement opportunities;
    - Creating and exposing to stakeholders reports with relevant info, such as:
    a) Number of major incidents raised and closed each month;
    b) Average resolution time for major incidents;
    c) Percentage of downtime cause of major incidents;
    d) Problems and changes linked to major incidents;
    - Tracking and ensuring that teams plan and deliver all postmortem follow-up actions;
    - Ensuring that all bottlenecks and gaps in the process are identified and will be addressed accordingly to their respective priorities;
    - Owning and leading improvements to reduce incident resolution time;
    - Providing input, recommendations, and assistance regarding operations, tasking, risks, issues, and assignments;
    - Providing feedback on how to improve existing solutions and/or processes so they better meet the customer’s needs.

  • Provide the right resources for the Chapter members by:
  • - Assessing, validating and improving current tooling;
    - Ensuring all workflows, roles, ownership and responsibilities are documented and the documentation is accessible to everyone;
    - Providing technical leadership to the Chapter members.

  • Be a passionate Chapter Member by:
  • - Empathising and constantly aligning with Agile Chapter strong & pain points;
    - Constantly being hands-on a % of your time, decided by you.

    You need to have:

  • Prior incident management or escalation management experience;
  • Proven experience in technical support, consulting, or application engineering;
  • Experience in establishing operational control practices based on ITIL methodology within the Agile delivery model;
  • Excellent analytical and troubleshooting skills;
  • Knowledge of ITIL processes;
  • Familiarity with SRE methodologies;
  • A positive, can-do attitude, who naturally expresses a high degree of empathy to others.
  • Compensation and benefits:

  • Summer schedule (4-days/week);
  • Competitive salary;
  • Flexible working hours;
  • Health insurance Global business travel insurance;
  • Free parking space at the office;
  • Professional career growth by providing access to training and conferences.
  • Why Mambu?

  • Mambu has over 250+ live deployments, helping to revolutionise financial services in more than 46 countries globally, and we're just getting started;
  • We understand nothing ensures our customers' success more than a happy team, so Mambu is built on a culture of trust and a sense of ownership in everything we do;
  • Mambu proactively takes the initiative to improve the industry for the better;
  • Mambu is using top tool for development activities;
  • Because you want more, you want to know how your lines of code impact the world.
  • Why Mambu?

    About us

    Mambuvians come from over 30 countries across six continents. Over the years we have become increasingly diverse in perspectives and ideas. To us, diversity is a company-wide value, and a strategy to boost productivity and to leave a positive, global impact on our industry. From Europe to Asia, and the Americas - Mambuvians are experts at collaborating globally.

    We are a no nonsense company that loves a good challenge and is fostering a culture of a great work-life balance. Our perks range from a 4-day-working-week in summer, to extraordinary team getaways.

    Building on collaboration and trust, we created a true ownership culture, which is integral to our success. We help and empower each other to make decisions that can have a lasting impact on our business, and influence thousands of customers and millions of their end users world-wide. Are you up for it?

    Why us?