job summary: We are looking for an organized and proactive Business Systems Analyst - Incident Management to help keep our production environments running smoothly. In this role, you will be the coordinator and data-tracker when technical issues pop up, helping to connect our Support, Product, and Engineering teams so everyone stays aligned. This is a fantastic role for a detail-oriented systems thinker with 3 years of experience who loves problem-solvin

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• Focused on incident intake, triage, coordination, analysis, and operational follow-through
• Will own incident workflow hygiene, support root cause analysis, coordinate across Product, Engineering, Support, and Operations, and ensure incidents move cleanly from detection through resolution and post-incident review.
• Comfortable operating during ambiguity and urgency, can work directly in systems and data, and knows how to keep incidents moving without drama
• Triage and classify incoming incidents (severity, impact, scope)
• Coordinate across multiple teams under time pressure
• Ask direct questions and surface risks clearly
• Track incidents through resolution without constant supervision
• Read logs, metrics, or reports at a high level (not a developer, but not afraid of data)
• Identify patterns across incidents (repeat failures, weak controls, gaps)
• Drive post-incident follow-ups (RCA inputs, action items, ownership)
• Keep incident records clean, accurate, and complete
• Push back on vague updates and request concrete next steps

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[ "Core Requirements\r\nClear Communication: Strong written and verbal communication skills, especially when translating technical updates into clear status reports for other teams.\r\n\r\nProduction Awareness: Prior experience working around or supporting live production systems (ideally in Fintech, payments, banking, SaaS, or regulated spaces).\r\n\r\nOrganization & Follow-Through: Ability to keep track of multiple moving parts at once and ensure tasks don't fall through the cracks.\r\n\r\nTeam Collaboration: Comfort working as a bridge between Support agents and Engineering teams.\r\n\r\nExperience & Background\r\nExperience Level: 3-5 years of experience in a Business Analyst, Production Support, Incident Coordination, or Help Desk/Operations role.\r\n\r\nTechnical Comfort: Comfortable looking at data, metrics, or basic system logs to understand the \"big picture\" of a problem (you don't need to be a developer, just data-curious).\r\n\r\nKey Daily Responsibilities\r\nTriage & Log: Help classify incoming issues by severity and impact, and keep our incident records clean, accurate, and up-to-date.\r\n\r\nCoordinate: Reach out to the right teams when an issue arises, ask clarifying questions, and keep everyone focused on the next steps toward a fix.\r\n\r\nTrack Progress: Follow up on active issues from start to finish without needing constant reminders.\r\n\r\nPattern Finding: Look back at recent incidents to help identify repeat problems or gaps in our current processes.\r\n\r\nPost-Incident Support: Help organize post-incident follow-ups, documenting what went wrong and tracking the resulting action items to completion." ]

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