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Satispay is a fintech platform serving 6.5M+ users, offering payments, benefits, investing, and cards. The company is building the most loved financial platform in the world by solving real problems for users and maintaining high standards of reliability and compliance.
As Incident Manager, you will be the central leader ensuring Satispay's platform remains stable and trustworthy. You will orchestrate incident response from detection through remediation, serving as the authoritative point of coordination during critical events. You'll drive regulatory and compliance reporting, ensuring incidents are classified, documented, and reported in strict alignment with European operational resilience mandates (DORA, PSD2, GDPR). You will master stakeholder communication, delivering clear and timely updates to leadership, technical teams, and business stakeholders during high-pressure situations.
You will lead blameless post-incident reviews to uncover root causes and turn insights into actionable preventative measures. You'll evolve the incident management framework, refining processes, tooling, and documentation to scale with rapid growth and changing regulatory requirements. Beyond reactive management, you'll proactively enhance platform stability by analyzing monitoring data to identify trends and weaknesses, collaborating with engineering teams to prevent issues before they impact users.
The role requires monthly travel to the Milan office and operates on a hybrid model with three days per week in-office (Tuesday, Thursday, plus one day of your choice), with flexibility to request additional remote time.
Requirements:
- 3–5+ years of dedicated experience in Incident Management, Site Reliability Engineering (SRE), or similar technical operations role within high-growth tech or FinTech environments
- Practical experience managing and documenting incidents in highly regulated environments; understanding of strict reporting timelines and operational resilience mandates (DORA, ISO 27001, PSD2)
- Strong technical acumen: comfortable discussing cloud infrastructure, microservice architectures, and AI systems; fluent in technical language without needing to be a hands-on engineer
- Hands-on experience with observability tools (Splunk, Datadog, Grafana, Prometheus); data-driven problem-solving approach
- Proven ability to direct technical teams during crises, brief executives concisely, and write clear, factual documentation for post-mortems and external audits
- Mobility to travel monthly to Milan office
Bonus: Experience building or scaling an incident management program from the ground up; relevant technical or service management certifications (e.g., ITIL).
