Incident Manager
AI job insight
Paystack is hiring an Incident Manager in Nigeria on a full-time hybrid basis. The role owns company-wide incidents from triage and classification through remediation, SLA tracking, communication, closure, and retrospective.
- Owns incidents from intake and triage through closure and retrospective.
- Leads Sev1 and Sev2 response, timelines, decision logs, and coordination.
- Covers platform, security, fraud, operational loss, compliance, and reputational incidents.
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Paystack is hiring an Incident Manager in Nigeria on a full-time hybrid basis. The role owns company-wide incidents from triage and classification through remediation, SLA tracking, communication, closure, and retrospective.
- Owns incidents from intake and triage through closure and retrospective.
- Leads Sev1 and Sev2 response, timelines, decision logs, and coordination.
- Covers platform, security, fraud, operational loss, compliance, and reputational incidents.
- Partners with Risk, Engineering, Compliance, Finance, CX, Brand, and Operations.
- Requires a BA/BSc/HND qualification and 5–7 years of experience.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- PreferredPractical evidence in security, finance, Incident ManagementThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NigeriaThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Incident Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Paystack and the role in Nigeria.
- Add concrete examples related to security, finance, Incident Management, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Incident Manager role in security, finance?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nigeria under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Paystack before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
Africa has millions of payments everyday day, but very few happen online. In Nigeria, just about 1% of transactions happen online. There are many barriers businesses have to face to accept payments online and that’s what Paystack is fixing.
We're making progress. We've simplified the previously difficult customer experience, reduced integration time...
Incident Manager
Job Type: Full Time
,
Hybrid
Qualifications
BA/BSc/HND
Experience
5 - 7 years
Location: Nigeria
Job Field: Risk Management and Compliance
About the Incident Manager role
You will own how Paystack responds to, communicates about, remediates and learns from every incident, so that merchants, regulators, leadership and our own teams trust us when things go wrong.
You will own the incident lifecycle across all severities, from intake to closure and retrospective.
Functional teams fix the underlying cause; you make sure every incident is owned, communicated, quantified, followed through and closed, and that it does not happen twice. Merchant experience is the lens for every decision: how quickly merchants hear from us, how little they are affected, and how quickly their experience is restored.
The scope covers all incidents company-wide, not only engineering:
Platform and partner incidents: outages, degraded success rates and partner downtime (e.g. NIBSS, card schemes)
Security and fraud: cyberattacks, card testing and BIN attacks, account compromise
Operational loss events: financial losses from process gaps (e.g. pricing errors, reconciliation gaps, counterparty exposure)
Compliance and data protection: regulatory, third-party, privacy and AI-related breaches
Reputational: negative press or public merchant escalations
You will work closely with Risk, Engineering, Compliance, Finance, CX and Brand. You will report into Operations.
We’ll trust you to
Respond:
Make sure every incident is owned, progresses within SLA and is followed through until affected merchants' experience is restored.
Incident coordination across all severities: Triage, classify and assign an owner to every incident, with severity driven by merchant impact (e.g. number and tier of merchants affected, payment volume at risk). Lead the response directly for Sev1 and Sev2 (i.e. convene the right people, set the cadence, keep the timeline and decision log); for Sev3 and Sev4, ensure owners progress within SLA.
SLA enforcement and escalation: Monitor response and resolution times against severity SLAs, enforce escalation triggers (e.g. Sev2 upgrades to Sev1 after 4 hours without response), and escalate unowned or stalled incidents to line managers.
Own remediation: Drive the follow-through, e.g. merchant and partner follow-ups, working with action owners, coordinating refunds, reversals or fund recovery, and confirming fixes hold and merchant issues are resolved before closure.
Communicate:
Keep customers and leadership informed with clear, timely and accurate updates, before, during and after an incident.
Customer communication: Own merchant and customer communication during and after incidents, i.e. tiered merchant comms, status page, CX and GTM briefings, and closure follow-ups. Merchants should hear from us before they have to ask, and no affected merchant is left without an update until the incident is closed. Maintain pre-approved templates and refresh the crisis comms playbooks with Brand.
Executive communication: Keep the OT and leadership informed at the cadence each severity requires, and prepare incident and loss reporting for the board and its risk committee.
Regulatory handoff: Flag incidents that may trigger regulatory, scheme or data protection notifications to Risk, who own those notifications, and provide the incident facts and timeline they need.
Learn and improve:
Turn every incident into fewer, smaller and better-handled incidents over time.
Retrospectives and root cause resolution: Facilitate blameless retrospectives within 5 business days, classify root causes against the taxonomy, assess merchant impact and how well merchants were kept informed, and track remediation to closure. Spot recurring incidents and trends, and drive fixes to the underlying problem, not only the symptom.
Loss tracking and risk linkage: Ensure every incident records amount lost, amount recovered and a recovery owner. Work with Risk to quantify losses against risk appetite thresholds and feed control gaps into the risk register.
Process refinement: Own the incident management playbook and continuously improve it, i.e. severity criteria, SLAs, escalation paths, function-specific report templates and the system of record.
Detection and reporting: Work with Engineering, Risk and Finance so incidents surface through systems, not self-reporting (e.g. alerts, reconciliation breaks, loss thresholds). Report on incident volume by severity, merchants affected, time to first merchant update, share of incidents raised by merchants before we detected them, time to respond and resolve, losses, repeat incidents and overdue actions, and keep audit-ready records.
Required skills
5-7 years of experience in incident management, operations or operational risk.
A track record running major incidents or crises (e.g. as incident commander, major incident manager or operational risk lead).
Working knowledge of incident and problem management, blameless retrospectives and operational loss management.
Strong tooling and data fluency: you work well in Jira or similar and status pages, and pull your own data to track trends and losses.
You’ll thrive in this role if you:
Put merchants first. You understand how incidents land for a business that depends on getting paid, and you prioritise minimising and resolving merchant impact.
Stay composed under pressure. You can run a Sev1 response with senior stakeholders and make clear calls on incomplete information.
Are a clear communicator, verbally and in writing. Your updates to merchants, executives and the board are fast, accurate and calm.
Influence without authority. You have credibility with Engineering, Risk, Compliance, Finance and CX, and the judgement to push for rigour without blame.
Are a structured operator who designs processes people follow, uses tooling well and uses data to track losses and trends.
Close loops. Nothing is closed while an action or a merchant update is outstanding.
Bonus points if you have:
A background in CX, merchant operations or operational risk
Experience setting up an incident management function from scratch
Experience in payments, banking or fintech, or another regulated, always-on business.
Check how your CV matches this job
Method of Application
- Interested and qualified? Go to
- Paystack on careers.paystack.com
- to apply
- Build your CV for free.
- Download in different templates.