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We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.
Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.
Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.
The Role
We are looking for an experienced Senior Incident Manager to join the Enterprise Technology function. You will help create a culture based on a growth mindset and customer obsession. Participation in the evolution of the Incident & Problem Management disciplines across Dojo will be a key expectation. Your work in this role will use cutting-edge technologies and industry concepts to directly prevent minutes of downtime for customers.
As a key member of a small and growing team, you will use agile and AI-driven methods to evolve our Incident and Problem Management practices and influence the strategic direction of this process. You'll also ensure that Incident and Problem Management toolsets are fit for purpose and ready to support the ongoing roadmap of product releases.
We’re looking for a forward-thinking leader, someone who can balance traditional ITIL frameworks with modern tools and practices, such as Jira Service Management, incident.io and FireHydrant. You will work closely with cross-functional stakeholders, including Engineering, Product and Customer Operations to ensure that incidents are resolved efficiently and root causes are addressed comprehensively.
This role requires some remote work and some in-person collaboration in our London Head Office (Paddington). You may be required to participate on the out-of-hours on-call rota.
What you will do ...
Take responsibility for all aspects around the management, communication, and resolution of incidents, collaborating closely with Engineering, Product, Customer Services teams and third-parties, ensuring fast, effective containment, resolution, and customer impact mitigation
Cultivate a culture of accountability, ensuring Engineering teams and incident responders maintain high standards for incident resolution. Implement thorough tracking and reporting of incident response metrics to establish transparency and define clear performance expectations
Ensure ongoing communication to both internal and external audiences during live incidents
Oversee and conduct thorough root cause analysis for major or recurring incidents and create and implement preventative measures to minimise future occurrences
Oversee and continually enhance KPIs and performance metrics related to incident and problem management
Spearhead ongoing improvement initiatives to maintain process agility and alignment with evolving business needs
Prepare and distribute reports on incident and problem management metrics to stakeholders, including executive leadership, product management, and customer services teams. These reports should provide insights into trends, risks, and opportunities for improvement
Ensure process documentation, runbooks and templates are maintained, accurate, clear, fit for purpose and followed
What you will bring …
Minimum of 5 years’ experience in IT incident and problem management, with at least 2 years in a senior capacity. Ideally, this experience would be gained within SaaS and platform-based environments
Experience in platform-oriented operations, especially in a SaaS environment, with a strong preference for candidates who have supported a product’s transition from project to live. Experience in working in the payments industry is advantageous, but not a necessity
Modern Practices in Incident Management: Skilled in leveraging advanced incident management tools (like Jira Service Management, incident.io, FireHydrant, Pagerduty, Slack) and AI-powered solutions to accelerate response times and optimise processes
Problem Management skills in leading thorough root cause analysis and problem resolution, applying SRE principles to prevent future incidents
Able to effectively influence and collaborate with cross-functional teams and executive-level stakeholders
Skilled at communicating complex information to both technical and non-technical audiences
Proactively identifies opportunities to enhance incident and problem management processes through data-driven insights and innovative strategies, ensuring alignment with business objectives
Experience in managing incident and problem resolution across diverse cloud platforms
Creative mindset who challenges the status quo
Adaptable, proactive, and resilient in a fast-paced, changing environment
Dojo home and away
We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.
That's why we have an office-first culture. This means working from the office 4+ days per week.
With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.
Question: what’s curious, relentless, and customer obsessed?
If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.
If the following speak to you, let’s talk:
- You’re curious. You have a real desire to learn and create.
- You’re relentless. You keep going even when it’s easier not to.
- You’re customer-obsessed. You know how important customers are to what you do.
Diversity, equity, and inclusion at Dojo
From local bakeries to well-known eateries, Dojo payments serve over 140,000 places across the UK.
And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.
Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.
If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.
To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.
Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.
#LI-Hybrid
Dojo London, England Office
London, United Kingdom, SW1A 2
