Incident Coordinator

The Incident Coordinator plays a critical role in maintaining operational stability and customer trust across GoTyme Bank’s cloud-based banking platform. This role is responsible for monitoring system health, coordinating incident responses, analysing root causes, and driving continuous improvement across the organisation.

You’ll work closely with GoTyme Bank’s Engineering, Site Reliability Engineering (SRE), Cybersecurity, Product, and Business Operations teams to ensure incidents are managed efficiently and transparently, with minimal impact on customers.

Requirements

Key Responsibilities

Incident Detection & Monitoring

• Monitor alerts, dashboards, and observability tools across cloud and application environments.
• Perform initial assessment and triage of incidents, escalating according to severity and impact.
• Ensure incident tickets are created, categorised, prioritised, and updated accurately in the ITSM system.

Incident Coordination

• Act as the first point of contact for incident notifications.
• Coordinate responses across all incident priorities and support the Incident Manager during P1 & P2 major incidents
• Facilitate collaborative communication between technical and operational teams.
• Track incident progress to ensure timely resolution and clear communication.

Communication & Stakeholder Management

• Provide timely updates to internal stakeholders throughout the incident lifecycle.
• Draft incident summaries and customer communication notes (where required).
• Support incident-related reporting to risk, compliance, and leadership teams.

Post-Incident Activities

• Record incident details, impact analysis, timelines, and remediation actions.
• Participate in post-incident reviews, ensuring action items are documented and tracked to closure.
• Identify trends, recurring issues, and improvement opportunities across systems and processes.

Process & Tooling Support

• Maintain and improve incident workflows and runbooks within ITSM tooling (e.g., Jira Service Management, ServiceNow).
• Assist in refining alert rules, escalation paths, and documentation.
• Support the adoption of automation and proactive monitoring capabilities.

Skills & Experience Required

Technical Skills

• Understanding of cloud environments (AWS, Azure, GCP) and modern SaaS components.
• Familiarity with monitoring/observability tools (CloudWatch, Datadog, Grafana, Splunk, ELK, etc.).
• Basic knowledge of networking, APIs, microservices, CI/CD pipelines, and common failure patterns.
• Experience working with ITSM tools (e.g., JSM, ServiceNow).

Incident Management Competencies

• Solid understanding of incident, problem, and change management processes.
• Ability to prioritise based on customer/business impact.
• Comfortable operating in high-pressure situations with a structured and calm approach.

Soft Skills

• Strong communication skills-clear, concise, and confident.
• Analytical thinker with attention to detail.
• Highly organised and able to manage multiple tasks simultaneously.
• Collaborative mindset with ability to coordinate across multiple technical and business teams.

Preferred Qualifications

• A relevant degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Experience in fintech, banking, or another highly regulated industry.
• Knowledge of risk, compliance, and regulatory reporting requirements.
• ITIL certification or formal incident management training.
• Experience supporting 24/7 operational environments or participating in on-call rotations.