Incident Manager

Would you like to be the person ensuring our customers will have the best possible experience when using our banking platform °neo? Then be part of our five°degrees team and become our Incident Manager. 

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For additional information, please contact:

Willianne Brocks
Willianne Brocks

HR Manager

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About five°degrees

what we do.

five°degrees is an Amsterdam-based Fintech, currently developing a cloud-native core banking platform to create banking as it should be. We combine state-of-the-art technology and sound financial knowledge to create unique digital solutions for today’s banks and for people who like banking to be quick and easy.   

With 150+ employees in Amsterdam, Lisbon, Reykjavik, Frankfurt and Serbia, we have a broad spectrum of different cultures and are growing.   

Our mission is to provide banks and financial service providers with a way to bridge the gap between the old and the new world by adopting digitization and automation. We achieve this by offering a cloud native core banking platform.  

We have a learning mindset and aim to continuously improve ourselves and our own way of working. 

how we do it.

Your future colleagues are very proud of the company and are extremely happy with their job, as is proven in the results of the Staff Involvement Survey. Our company culture is open, transparent, and collaborative. Be part of a team where everyone makes a real contribution to our customers’ success.

We believe that having fun in your work gives better and greater results! Even in the current lockdown, we stay connected, have regular company-wide meetings and make sure you feel appreciated.

your role.

As our Incident Manager for neo, you ensure our customers will have the best possible experience using our platform. Neo is our cloud-native core banking platform which is delivered in a SAAS model.
We deal with a limited number of very important customers in the financial services industry, we know them by name and ensure they are content with our services.

You are in close contact with our customers and ensure that any incidents they notify us of are registered correctly and after a triage assign to the responsible team. You update the customers on the progress of their incidents according to our SLA. You are used to working in an international environment.

We aim to deploy a new release to our customers weekly. You participate in the release board that decides if a release meets the criteria to be deployed to our customers.

You are responsible for the incident management process and try to identify improvements where possible. As our Incident Manager, you will be expected to be on call for at least 1 week per month and will have to be flexible with working hours given the nature of the role. The Incident Response Manager will be called upon to coordinate efforts during incidents. The Incident Response Manager is responsible for the entire end-to-end management of an incident from the preparation phase right through to the post-incident activities like root cause analysis.

what you'll do.

  • You are responsible for our customer happiness.
  • Registration and triage of incidents.
  • Assigning incidents to the responsible team and stimulating follow-up.
  • Organization of root cause analysis and formulation of possible recommendations.
  • Providing feedback on reported incidents to our customers
  • You are the owner of the Incident Management process: regular reviews and optimization.
  • Weekly release reporting including release details and schedules to the business as required.
  • You work with release engineers to understand the impacts of branches and code merges.
  • You take part in the on-call support schedule. 

who you are.

  • You have excellent written and verbal communication skills (in English).
  • You have a Bachelor’s degree in computer science or equivalent experience. 
  • You have excellent analytical skills.
  • You are experienced in incident management.
  • You have a basic understanding of the most important MS Azure components.
  • You can act under pressure.
  • You are experienced in working in an international organization.
  • You have experience with working according to the SAFe model.
  • You have knowledge in software development life cycle.
  • You have good interpersonal skills (internally and externally).
  • You have a positive ‘take charge’ attitude.
  • You have the ability to coordinate cross-functional work teams toward task completion.

what we offer.

  • All the basics like a competitive monthly salary and great hardware
  • A mobile phone of your choosing.
  • Plenty of space for personal development.
  • A multi-cultural international working environment.
  • A great team of highly skilled professionals.
  • Excellent benefits like a retirement plan and disability plan.
  • Mutual flexibility.
  • A warm workplace that promotes equal opportunity and values inclusion and diversity.

and once the current social restrictions are over:

  • Travel allowance.
  • A cool office workspace, easily accessible with public transport.
  • Drinks, snacks and fruit.
  • A fun environment with many social events per month

Apply now

Submit your application and we will get in touch with you shortly.

Summary

  • Company: five°degrees
  • Location: The Netherlands
  • Employment contract: To be decided