Monitor and manage payment-related incidents involving PSPs, APMs, reconciliations, declines, transaction failures, and operational disruptions.
Lead the incident triage process, ensuring proper categorization, prioritization, severity assessment, and assignment.
Own and track incidents end-to-end until resolution, ensuring timely follow-up and clear communication.
Coordinate cross-functionally with Engineering, Product, Support, Risk, and Operations teams to investigate and resolve issues.
Identify recurring trends, root causes, and operational gaps, proposing actionable improvements.
Document incident findings, workflows, troubleshooting steps, and recurring solutions.
Maintain clear and proactive communication with internal stakeholders regarding incident status, impact, and resolution timelines.
Support operational prioritization based on business impact and customer experience.
Participate in continuous improvement initiatives focused on operational efficiency, incident management, and payment performance.
Help define and improve operational processes, monitoring practices, and reporting standards.

2+ years of experience in Operations, Support, Incident Management, or similar roles, preferably within fintech, payments, or financial services.
Advanced English proficiency required (minimum B2–C1 level).
Basic understanding of payment flows, including authorizations, captures, settlements, declines, and reconciliations.
Strong analytical and problem-solving skills with the ability to identify root causes.
Experience using tools such as Jira, Slack, Zendesk, or similar operational platforms.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Comfortable working cross-functionally with technical and non-technical teams.

Preferred Qualifications

Basic knowledge of APIs, logs, or debugging processes.
Previous experience working with Payment Service Providers (PSPs), fraud prevention tools, or payment gateways.
Basic SQL and spreadsheet/data analysis skills (Google Sheets, Excel, etc.).
Experience in high-growth startups or fintech environments is a plus.

Payments Operations Analyst

Key skills