Incident Triage Coordinator

Robert Half Technology are assisting a payments business to recruit an Incident Triage Coordinator on a contract basis. Fully remote working. ASAP start. Initial 6-month contract.

Role The Incident Triage Coordinator will support the management and coordination of low- and medium-severity incidents affecting a large-scale fintech platform. Respond promptly to incidents raised through Jira, Slack, and PagerDuty, ensuring issues are assessed and managed in line with established response playbooks. Coordinate incident response activities across engineering and operational teams using tools including Google Meet, Slack, Jira, and PagerDuty. Ensure accurate and timely capture of incident facts, updates, and response actions throughout the incident lifecycle. Work closely with engineering leaders to assess customer impact, operational risk, and platform stability. Ensure customer communication processes are initiated quickly for any real or potential service impacts. Monitor incidents for escalation triggers and escalate to senior incident management teams where appropriate. Maintain accurate and complete incident records, ensuring documentation standards and review criteria are met. Provide concise end-of-shift summaries of incidents and response activities to internal stakeholders. Support continuous improvement of incident management processes and operational response procedures.

Profile The Incident Triage Coordinator will have proven experience within incident management, service operations, or technical support environments. Previous experience within fintech, payments, or technology organisations is highly desirable. Strong understanding of incident management processes and operational response methodologies. Hands-on experience with tools such as PagerDuty, Jira, Slack, and collaboration platforms. Excellent organisational skills with strong attention to detail and process adherence. Strong communication skills, with the ability to coordinate effectively across technical and non-technical teams. Ability to remain calm and organised in fast-paced, high-pressure operational environments. Strong analytical, problem-solving, and critical-thinking abilities. Comfortable working independently within a remote, shift-based environment. Bachelor's degree or equivalent professional experience preferred.

Company Payments business Fully remote working Fast-paced fintech environment with a strong operational and technology focus

Salary & Benefits The salary range/rates of pay is dependent upon your experience, qualifications or training.

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