Incident Manager

Are you curious, excited by experimentation and always looking for a better way of doing things?  

Do you want to keep learning and developing whilst getting hands-on, payment-building experience?

Do you want to have the opportunity to own and drive process improvements?

If so, we would love to hear from you!

 About Us

At Modulr our mission is to move money efficiently to power business productivity. We are building a new digital payments service to make money flow more efficiently through businesses and the economy. This is a new type of payments account that is built for businesses that need faster, easier and more reliable ways to move money.

Our flexible platform and innovate approach allows our customers to utilise our payments account instead of a traditional bank account. Our accounts come with a sort code and account number, access to payment systems (eg Faster Payments and Visa) and everything our customers need from a payments account. They can instantly open as many accounts as they need, automate how they make and receive payments as well as the reconciliation processes these create. All in real time, 24/7 through their own systems utilising our API that integrates into any platform.

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by payments giants PayPal Ventures and FIS Ventures, as well as startup and scale up specialists Blenheim Chalcot, General Atlantic and Highland Europe which enables us to leverage their resources and expertise to drive our growth initiatives. These partnerships provide us with the necessary provisions to propel our business to new heights.

Modulr values

• Building the extraordinary and going that extra mile
• Owning the opportunity, be passionate and proud of the time you invest
• Move at pace, reach your goals faster with us supporting you each step of the way
• Achieve it together, working as a team and being Modulite

The Role

We are looking to hire high-energy, and value-adding talent to join Modulr, the fastest growing payments business in the UK and Europe. We has an exciting opportunity for an Incident Manager to join our Service Delivery Team. Reporting into the Head of Service Delivery, the Incident Manager will be responsible for managing all major incidents to restore operations as quickly as possible and owning the overall incident management process.

Specific duties

Depending on the project, you will need to be comfortable doing the following:

• Lead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers
• Own the incident management process and drive improvement
• Provide communication to the business during the incident until resolution
• Hold Post Incident Reviews with strong outputs
• Create customer facing incident reports.
• Analyse Incident trends to identify existing risks and potential impacts to service.
• Participate in an out of hours Incident Management On-Call Rota 

About you:

The successful candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Other skills required would include:

• Excellent communication skills and experience liaising with key stakeholders and critical suppliers
• Experience leading and managing major incidents
• Very strong organisational skills
• Thrive under pressure
• Ability to clearly articulate communications to a variety of audiences
• Establish and maintain strong relationships
• Strong working knowledge of ITIL processes
• Proven ability to coach / mentor
• Excellent stakeholder management.
• Be able to operate at a range of levels – both in terms of big picture strategic thinking, thought leadership and getting into the data and analysis

 What can Modulr offer you

You’ll be part of a cross disciplinary team(s), some might be in Edinburgh, London, or Amsterdam. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow. Our culture and values are putting you first and are about investing in your future.

• Share Options Incentive Scheme
• Company Bonus - the more successful we are together, the more company bonus we offer
• Enhanced Pension
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs
• Perkbox - enjoy freebies and discounts on many other products and services
• 33 days holiday (including bank holidays) + your birthday off - choose which days you take off to relax and/or spend time with loved ones
• Learning Opportunities – on joining Modulr you will embark on our 3-day onboarding programme to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But, we don’t want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms to allow you to grow and develop in Modulr.
• Modulr hands-on - join your colleagues for our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We have state of the art offices located in WeWork in Edinburgh, ScaleSpace in London, and WeWork in Amsterdam.

At Modulr, we have ambitious goals and an exciting future ahead of us. As we continue to grow and ‘Move at Pace’, we’re clear that collaborating in person enables us to 'Achieve it Together', far more than we can as individual contributors working separately.

During your first 3 months with Modulr we would like you to spend as much time in the office to get to know the teams around you, enjoy the environment and accelerate your learning. We ask all new joiners to commit to 4/5 days in the office during this period but also appreciate you may require some flexibility to support your commitments outside of work. If your application is successful, we will discuss this within the interview process.

ModInclusion 

We believe that by seeing Modulr, and the world, from all sorts of angles, we can make life better for all.​ We want you to know that the things that make you, you — like your identity, age, ability, and background — are things that we will always celebrate and support with open arms.  As such, we are keen to maximise the diversity of our workforce and actively encourage applications from anyone and everyone.