Business Resilience & Incident Management Lead



Posted on Tuesday, June 25, 2024

About Us:

Zepto is a scaling provider of real-time, account-to-account payments solutions for merchants and is reimagining the way money moves through the always-on, digital-first economy.

Our growing team across Australia allows for like-minded, talented, passionate people motivated to help us deliver on our brand promise to #LevelThePayingField

At Zepto we believe in the power of positive human experiences, and that a deep sense of belonging creates cohesion in our culture. So, even in a remote-first team, you will be a contributor and custodian of that culture. You will also enjoy solving complex problems, and play a key role in creating something truly special as we focus on delivering ‘a better way to pay’ at Zepto.

The Role You’ll Play:

As our Business Resilience & Incident Management Lead you will have the opportunity to play a significant role in building processes and improvements that ensuring the operational resilience at Zepto as we gear to scale and provide account to account real time payment solutions to some of Australia's leading enterprises.

Reporting into the Head of Operations & Information Security, you will be a member of our Operations function and come from a financial services enterprise environment where you have gained experience in developing and/or improving incident management frameworks and collaborating with internal teams to operationalise business and organisational resilience practices.

This is fantastic opportunity to evolve our current practices and implement your knowledge and skills to enable operational excellence at Zepto.

Working in a scaleup, means you get the opportunity to flex your skills in a variety of ways. We are agile and always willing to roll up our sleeves to get things done. You can, however, expect your day to day to be involved in the following:

    • Own the incident management and business resilience process at Zepto.
    • Develop, implement and continuously improve the Incident management framework. This includes liaising with teams for rostering, developing relevant policies, playbooks, training materials, recording incidents, and collaborating with the Risk & Compliance teams to identify risk trends.
    • Act as the incident manager in the incident response process during business hours.
    • Participate in a 24 x 7 Major Incident Management roster.
    • Coordinate post-incident reviews and ensure that remediation actions are prioritised and completed.
    • Identify trends for incident root-cause, report on incidents to senior leadership on a regular basis and work with internal teams to implement preventative measures and process enhancements.
    • Identify requirements for monitoring and alerting and collaborate with the engineering team to implement these requirements.
    • Coordinate the development, testing and regular reviews of the business continuity and disaster recovery plans.
    • Coordinate major operational projects and the release of operational changes.
    • Manage the lifecycle of vendors that support business resilience and operations and report on their performance.

    What You’ll Bring to the Table

    Our ideal candidate will have:

    • Proven knowledge of incident management and business resilience fundamentals with experience in scaling operational practices in a fintech environment.
    • 5+ years of experience working in a technology role with at least 3 years in an incident management role with exposure to incident management, business resilience, technology disaster recovery, project or program management.
    • Hands-on experience in managing the incident response process.
    • A deep understanding of risk, risk appetite and balancing risk and compliance with commercial outcomes.
    • Strong and empathic communicator with both technical and non-technical teams.
    • Strong analytical and problem-solving skills, with a keen eye for detail and a commitment to quality.
    • Hands-on experience with any of the following observability tools is a plus: Datadog, SumoLogic, Splunk, New Relic.

    What's on Offer:

    Zepto has an inspiring Founder story and is a customer-focused, culture-first organisation.

    We’re all striving to achieve our mission of enabling a better way to pay for consumers and merchants and do so while fostering an inclusive culture where you will work with and learn from world-class talent in their areas of expertise.

    As a remote-first organisation, you’ll feel connected through our various initiatives and enjoy the flexibility that comes with remote work. To effectively support our enterprise customers, this role will ideally be based in Melbourne or Sydney where we also have premium Hub locations for co-working and connection.

    You'll join a team that is on a mission to change the world of payments and work with incredibly talented people in the space. We offer an Employee Share Option Plan for all employees, access to an annual learning budget, Paid Parental Leave and wellbeing support.

    Apply today to express your interest.

    Please note that as an organisation in the regulated Financial Services industry, Background Checks will be required as part of the recruitment process.