Incident Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

About the role: 

As an Incident & Problem Manager at Kyriba, you will be a key player in ensuring the stability, resilience, and continuous improvement of our global SaaS platforms. You will take ownership of both the incident and problem management lifecycles, leading operational response and strategic initiatives that minimize business impact and drive long-term service excellence.

This is a cross-functional role, collaborating daily with Engineering, Product, Support, and Global Operations teams. You will not only coordinate rapid incident response and communication but also lead problem management efforts—driving thorough root cause analysis, knowledge sharing, and systemic remediation to prevent recurrence. Your expertise in ITIL best practices, cloud technologies (AWS), and operational tooling (JIRA) will be essential in elevating our incident and problem management capabilities.

Essential duties and responsibilities: 

Incident Management

• Lead Kyriba’s US-region incident response, providing decisive leadership to restore service rapidly and minimize customer impact.

• Prioritize and coordinate incident management efforts based on urgency and business impact, ensuring engagement from all relevant teams.

• Serve as the escalation point during major incidents, facilitating clear, timely communication across technical and business stakeholders.

• Continually refine incident management playbooks, policies, and communication strategies for clarity, consistency, and effectiveness.

• Champion the use of proactive monitoring, automation, and self-healing to reduce incident frequency and MTTR.

Problem Management

• Own and drive the problem management process, leading root cause analysis (RCA) for major and recurring incidents.

• Collaborate with problem owners and technical teams to develop, track, and verify long-term remediation plans.

• Identify patterns, systemic risks, and improvement opportunities through data analysis (using JIRA and other tools).

• Maintain and enhance the technical knowledge base and operational cookbooks, ensuring lessons learned are captured and shared.

• Foster a culture of continuous improvement—promoting post-incident reviews, blameless retrospectives, and organizational learning.

Operational Excellence

• Define, track, and report on operational KPIs (MTTR, incident occurrence, RCA completion, SLA adherence) to drive transparency and improvement.

• Ensure incident and problem management documentation aligns with ITIL best practices and regulatory requirements.

• Investigate and recommend new tools, processes, and technologies to enhance operational resilience.

Education, Experience & Skills: 

• Bachelor’s degree required (Computer Science, Information Systems, or related field).

• Minimum 2 years’ direct experience in incident and/or problem management, ideally in a SaaS or cloud-based environment.

• Strong expertise in ITIL service management (certification preferred).

• Hands-on experience with JIRA for incident/problem tracking and workflow management.

• Familiarity with AWS, Linux/Windows, Kubernetes, and containerized environments.

• Proven ability to analyze complex issues, identify patterns, and lead root cause analysis and remediation.

• Exceptional communication, stakeholder management, and documentation skills—comfortable engaging with both technical and business audiences.

• Calm, decisive, and organized under pressure; able to lead multi-disciplinary teams in high-stakes scenarios.

• Experience in financial technology, treasury management, or mission-critical SaaS platforms is a strong plus.

• Knowledge of the Kyriba application and ecosystem is a distinct advantage.

• ITIL, AWS, or relevant cloud certifications.

• Experience with other ITSM/incident response platforms (e.g., PagerDuty, ServiceNow).

• Familiarity with compliance, security, or regulatory best practices in FinTech/SaaS.

Comprehensive benefits package may be found here:  www.kyriba.com/company/careers/benefits/

Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, and genetic information. See EEO is the Law. 

If reasonable accommodation is needed to participate in the job application or interview process and/or to perform essential job functions, please send an email to [email protected]