Every day Clover devices handle the core credit card and Point-Of-Sale (POS) processing for hundreds of thousands of merchants worldwide. Behind the scenes we operate a cloud platform providing processing, storage and collaboration for merchants, application developers, service providers and our merchant’s customers.
Our devices and platform form the backbone of millions of payment interactions between merchants and their customers daily. We are looking for self starters with a passion for technology who want to help us impact millions of merchant’s lives, one transaction at a time.
What does a Clover Incident Manager do?
As a Clover Incident Manager, you will be the bridge between our internal teams during outage scenarios and will be required to keep relevant stakeholders informed, provide executive level communications and work with your colleagues to minimize outage impact and restore Clover services in order to minimize downtime for our merchants.
We are looking for a strong communicator, an individual who has significant experience in taking the initiative and leading production-critical situations with minimal guidance. The successful candidate will also leverage their prior experience to proactively and continuously identify and implement improvement opportunities within our processes.
As a Clover Incident Manager you will:
Work closely with your cross-functional Clover colleagues including Engineering, Technical Operations, QA, Payments, Billing and Customer Support to drive the rapid triaging, documenting, monitoring and resolution of customer incidents.
Provide operational oversight for launching new Clover features and products as well as being a key contributor to the process of launching the Clover product suite in new jurisdictions as we continue our global expansion.
Become a leading contributor to an established global incident management team and participate in an on-call rotation with your colleagues.
Be an advocate of best practice and continuously identify opportunities to educate and improve internal processes and work cross-functionally with the relevant teams to implement these improvements.
Requirements for Consideration
3+ years in an incident management role (or similar).
Strong problem solving, analytical and time management skills.
Possess high degree of technical aptitude for troubleshooting a diverse set of domains such as networking, mobile devices, web development, server infrastructure, etc.
Ability to drive continuous improvement through root cause investigations, promoting ownership and accountability across the organization.
Effective communication skills to interact with audiences of varying technical backgrounds, as well as the highest levels of executive leadership.
Develop reports of incident data to promote operational excellence.
Ability to initiate, scope, and drive projects to completion with minimal guidance.
Preferred Skills, Experience, and Education:
• Experience as a technical team lead or manager.
• Experience/understanding of financial payments processes.
• Experience with reporting to sr. management.
• ITILv3 or v4 Certification highly desirable
• Experience configuring Wavefront, PagerDuty, and similar tools.
To support the total well-being of our associates, we take a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of options including:
• Health Insurance
• Contributory Pension
• Finance Rewards Program
• Employee Referral Scheme
• Service Awards
• Education Support
• Life Assurance
• Cycle to Work Scheme
• 22 Days Annual Leave (increasing based on service)