Incident Manager

About the role

Paystack is building payments infrastructure for Africa and the Incidents Manager owns how we respond to, communicate about, remediate and learn from incidents. You will manage the incident lifecycle across all severities, ensuring ownership, timely updates and closure with a focus on merchant experience.

What you'll do

• Own incident lifecycle from intake to closure and retrospective across all company-wide incidents
• Coordinate responses for Sev1 and Sev2, with escalation for Sev3 and Sev4 as needed
• Enforce SLAs, track progress, and escalate stalled incidents to owners and leadership
• Drive remediation activities, merchant and partner follow-ups, and verify fixes are effective
• Communicate updates to merchants, CX, Brand and leadership; maintain crisis templates
• Facilitate blameless retrospectives, classify root causes, and drive long-term fixes

What they're looking for

• Experience in incident management or operations, preferably handling Sev1 Sev2 incients
• Strong communication skills for updates to merchants, executives and boards
• Ability to coordinate cross-functional teams including Engineering, Risk, Compliance and Finance
• Structured problem solving with focus on root cause analysis and process improvement
• Ability to operate under pressure and maintain calm, clear guidance during incidents
• Experience with incident playbooks, SLAs, and post-incident retrospectives

For applicants in Nigeria

• Location listed as Lagos, Nigeria with hybrid arrangement; verify if the role can be fully remote if needed
• The listing does not specify timezone expectations beyond the Lagos location; confirm during interview
• The listing implies employment within Paystack; no explicit contractor vs employee details provided
• Pay currency or salary range is not stated; confirm during interview
• No visa or work-authorization notes are provided beyond Nigeria eligibility; verify as part of interview process