Incident Manager

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences. About the Role We are looking for a proactive and detail-oriented Incident Manager to lead and coordinate critical incident response activities across our global operations. In this role, you will help ensure service stability, minimize business impact, and drive continuous improvement across Incident, Problem, and Change Management practices. Key Responsibilities Lead and coordinate incident management activities across all business units to ensure timely resolution and minimal disruption. Prepare and facilitate post-incident reviews, including reports, action tracking, and stakeholder follow-ups. Monitor recurring incidents, identify trends, and drive continuous improvement initiatives across operational processes. Ensure adherence to Incident, Problem, and Change Management best practices and governance standards. Participate in a 24/7/365 Incident Management rotation while delivering exceptional operational support. What We’re Looking For 3+ years of experience in IT Operations, Service Delivery, Service Management, or Incident Management roles. Strong understanding of ITIL practices, ITSM tools, and processes such as Incident, Problem, and Change Management. Excellent communication, stakeholder management, and problem-solving skills in high-pressure environments. Ability to work effectively with globally distributed teams and lead discussions with senior stakeholders. Experience with ServiceNow, Payment Processing, or Digital Wallet environments is considered a strong advantage. Requirements University degree in IT, Business, or a related field. ITIL Foundation certification (v3 or v4) is a plus. Strong analytical mindset with the ability to prioritize and manage complex situations. Fluent English communication skills; Spanish is an asset. Positive, collaborative, and proactive “make it happen” attitude. We offer in return: The opportunity to write the history of a leading and growing multinational company Tailor-made training and ongoing development to help you enhance your skills in the field of online payments Multiple career progression opportunities in a dynamic in-house business Environment where product expertise, professional and personal commitment are rewarded Competitive remuneration and social benefits package (25 days annual paid leave, 4 days paid volunteering time a year through our Paysafe Giving initiative, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs) Fun and collaborative working atmosphere Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion. Send your CV in English. Only shortlisted candidates will be contacted for an interview. Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews Equal Employment Opportunity Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.