Incident Manager
Job Summary
Job Description
Coda is seeking a proactive Incident Manager to oversee Incident, Change, Problem, and Service Desk Management processes. This role involves managing technical support teams, resolving incidents, ensuring service continuity, and improving operational processes. The Incident Manager will lead incident workflows, build and lead incident management frameworks, own incident management policies and metrics, and ensure root cause analysis is conducted. They will also improve change and release management processes, and collaborate with engineering teams to enhance monitoring and alerting systems. The Incident Manager will be responsible for tracking and following through with all incidents to identify technical inadequacies or process gaps, leading the documentation of all incident reports, and building a problem management process in support of incident management. The role requires technical expertise and leadership skills to deliver high-quality service across multiple regions.
Must have:
- Lead incident workflows to ensure security and business continuity
- Build and lead the incident management framework
- Own incident management policies and metrics
- Ensure incident performance meets service level agreements
- Ensure root cause analysis and corrective actions
- Track and follow all incidents to completion
- Lead the documentation of all incident reports
- Build the problem management process
- Improve change management processes
- Improve release management processes
- Improve monitoring and alerting systems
- At least 6 years of relevant experience in IT service management
Good to have:
- Knowledge in Scrum vs Kanban agile methodology
- Experienced within a fintech company
- Data and metrics-driven approach
Perks:
- Wellness Boost
- Customized Benefits
- Growth Opportunities
- Skill Development
- Volunteer Time Off
- Family Support
11 skills required
Job Details
What We Do
Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide.
Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners.
Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).
Engineering - Technology at Coda
At Coda, our goal is to make our mark in the high-volume payments and e-commerce industry – and we are levelling up fast. To stay in stride with the dynamic environment, we focus on building robust, distributed systems that can effortlessly handle traffic spikes. Moreover, our ambitious roadmap necessitates innovative tools to streamline the development lifecycle and sustain our swift momentum.
We place great value on balancing teamwork with individual autonomy, allowing our teams to make the most of modern cloud infrastructure. Our tech stack is solidly based on AWS cloud, with a keen interest in infrastructure-as-code and the creation of new microservices via the Quarkus framework. Our toolbox includes JSON and GRPC, multiple data storage integrations, queues, OpenTelemetry, and more.
But what truly defines us? It's our incredible team. We hire top talent and give them the freedom to push Coda's technology and products to exciting new levels. We believe that genius can strike anywhere, so we promote ownership and cultivate a servant leadership culture that lets engineers take the reins on features.
About the role
Bangkok is Coda's main technology hub. Our engineers and the tech leadership team are situated in the Bangkok office, which maximizes collaboration and engagement while maintaining the flexibility of focus time for our engineers to be productive.
We are looking for a proactive, Incident manager to oversees Incident, Change, Problem, and Service Desk Management processes. You will manage technical support teams, resolve incidents, ensure service continuity, and improve operational processes. The role demands both technical expertise and leadership skills, particularly in incident management, to deliver high-quality service across multiple regions.
Responsibilities
- Lead all incident workflow to manage all incidents to ensure security and resiliency for business continuity
- Build and lead the incident management framework with a set of required processes to ensure that all incidents are handled and managed in accordance with policies.
- Own the incident management policy and incident metrics for incident classifications, severity, impact, status, notification periods to external bodies.Define the different escalation workflows based on different types of incidents and the stakeholders involved in each workflow.
- Ensure that the performance of each incident is owned by the respective system or business areas and meets the service level agreements defined by key publishers, merchants and distributors.
- Ensure the root cause analysis for each incident is identified and identify the corrective actions taken to reduce likelihood of repeat incidents.
- Track and follow through all incidents, especially critical incidents to completion to identify any technical inadequacies or process gaps.
- Lead the documentation of all incident reports with inputs from different stakeholders and based on requirements from regulatory, compliance, privacy authorities and other parties .
- Build the problem management process in support of the incident management process by identifying recurring incidents and Improve the current change management process for emergency change requests, risk and impact analysis, approval workflows and rollback plans to ensure stability of the production environment.
- Improve the current release management process to ensure traceability and integrity of deployments, segregation of duties between developer and infrastructure teams, across different environments.
- kConstantly work with engineering and other teams to improve monitoring and alerting systems to reduce time to react and time to recover
Requirements
- At least 6 years of relevant experience in incident and IT service management
- Familiarity with ITIL, COBIT, ISO-27001 frameworks and standards
- Knowledge in Scrum vs Kanban agile methodology is a plus.
- Have strong people and project management skills, able to work across different functional teams and stakeholders at varying levels
- Experienced within a fintech company is a plus.Data and metrics-driven approach
Working at Coda
With Codans spread across over 20 countries worldwide, our fast-paced, challenging, and highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact.
If you have a passion for pushing boundaries and thrive on continuous improvement through experimentation, we would love to hear from you!
Our Perks*
Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program - because you matter!
Customized Benefits: Tailor your benefits with our flexible plan.
Growth Opportunities: Unlock your potential through clear progression paths.
Skill Development: Access training resources to fuel your personal and professional growth.
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.
*Benefits are reviewed and updated on a yearly basis
We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!
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About The Company
Coda is a global leader in out-of-app monetization and commerce solutions, trusted by over 300 publishers to drive revenue growth and deepen customer engagement. With access to 90% of the world’s preferred payment methods, Coda connects digital businesses to more than 200 million paying users worldwide.
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