Hybrid Senior Incident and Resilience Manager

at DNA Payments Group

• Job title: Senior Incident and Resilience Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Distributed Systems, ServiceNow, Splunk
• Location requirements: Hybrid, London, United Kingdom

About the role

• Join one of Europe's fastest growing omni-channel payment providers as a Senior Incident Manager. Oversee incident management and operational resilience frameworks for effective service recovery.

Responsibilities

• Own, develop, and continuously evolve a robust and effective incident management framework across the organisation
• Defining DNA/Optomany’s Incident Management Framework in accordance with the regulatory framework governing DNA (as a UK regulated firm) and Optomany as a critical outsource provider under DORA
• Leading incident response across the business, coordinating internal teams and third-party providers to restore service quickly, minimise customer and financial impact, and ensure root causes are fully understood and addressed
• Establishing strong, consistent communication practices and acting as a central point of control during incidents
• Supporting the maintenance and evolution of operational resilience capabilities, including disaster recovery and business continuity governance, scenario testing, and readiness
• Regular reporting to senior leadership, including ExCo and Board, on incident performance, resilience posture, and emerging risks
• Drive post incident oversight, ensuring root cause analysis is completed to a high standard, actions are delivered, and trends are identified to prevent recurrence
• Provide insight and recommendations to senior leadership to strengthen overall platform stability and resilience
• Building and maintaining strong relationships with Optomany’s outsource customers, third-party providers and partners, ensuring effective collaboration, clear accountability, and high-quality incident response across the wider ecosystem
• Defining and enforcing the organisation’s incident communication standards, ensuring all updates are timely, accurate, and aligned with business, regulatory, and customer expectations

Requirements

• 7+ years experience leading incident management or major incident response within a mission-critical, always-on environment
• Experience working across multiple /complex regulatory environments, with exposure to and a detailed understanding of UK/EU operational resilience frameworks and formal incident reporting (e.g. FCA, FMA, EBA, DORA)
• Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent practical experience)
• Proven experience operating within payments ecosystems, with strong exposure to issuer/acquirer interactions and transaction lifecycles
• Strong understanding of ITIL practices (Incident, Problem, and Change Management)
• Strong technical understanding of: Distributed systems, APIs, and cloud-based platforms
• Monitoring, alerting, and observability tooling
• Excellent communication and stakeholder management skills, with the ability to translate technical issues into business impact
• Multi-Lingual (German) is a preference but not essential
• Familiarity with industry-standard tooling (e.g. ServiceNow, PagerDuty, Opsgenie, Jira Service Management, Splunk)
• Strong analytical and problem-solving capability, with attention to detail and a structured approach to incident resolution
• Strong understanding of the payment eco system, transaction processing, acquiring and issuing
• Ability to remain calm and decisive under pressure
• Ability to operate effectively with incomplete information
• Ability to influence and direct teams without formal authority

Benefits

• 37.5 hours per week
• Occasionally working outside standard office hours