Incident Analyst

Yapily is on a mission to enable innovative companies to create better and fairer financial services for everyone, through the power of open banking. Yapily is an open banking infrastructure platform solving a fundamental problem in financial services today: access. Historically, card networks have monopolised the global movement of money, and banks have monopolised the ownership of, and access to, financial data. Yapily was founded to challenge these structures and create a global open economy that works for everyone. We exist behind the scenes, securely connecting companies - from growth to enterprise - to thousands of banks worldwide, enabling them to access data and initiate payments through the power of open banking.

What we’re looking for

We are looking for an experienced Incident Analyst to be one of the central points of command during service disruptions. You will be the calm in the storm, responsible for coordinating incidents from detection to resolution, minimising customer impact, and protecting the stability of our production environment. This role is critical to maintaining customer trust and ensuring Yapily's reputation for reliability and excellence.

Learn more: https://www.yapily.com/company/about-us

• Own Incidents End-to-End: Take full ownership of managing and coordinating incidents, from minor issues to critical, platform-wide events, across Yapily’s production environment.
• Command and Coordinate: Mobilise and lead cross-functional technical teams (Engineering, DevOps, SRE, Customer Support) to ensure the swift investigation, mitigation, and resolution of incidents.
• Communicate with Clarity: Drive clear, concise, and timely communication updates to all relevant internal and external stakeholders, including leadership, customer support, and commercial teams.
• Learn and Improve: Lead blameless post-mortem reviews to identify the root cause of incidents. You will be responsible for tracking and driving the implementation of preventative measures to avoid future recurrence.
• Ensure Coverage: Participate in an on-call rotation to provide 24/7 coordination coverage for critical incidents.
• Be Proactive: Utilise our monitoring and observability platforms to proactively identify and address potential issues before they escalate into customer-impacting incidents.
• Maintain Rigorous Standards: Ensure the integrity of our incident management data by meticulously documenting incident timelines, actions taken, and outcomes in our tooling.
• Evolve Our Processes: Act as a key contributor to the evolution of our incident management framework, continuously providing feedback to improve our processes, tooling, and documentation.

This list is not exhaustive, and there may be other tasks that we ask you to be involved in from time to time. Above all, you are flexible and want to add value wherever you can. You understand that in a start-up, priorities change and we all need to be adaptable. Not only will you be comfortable when asked to input and lead in other areas, but you’ll be comfortable being a self-starter and instigating changes yourself.

Essential:

• Proven Experience: Approximately 2-4 years of experience in a dedicated Incident, Major Incident, or Command Centre role, ideally within a fast-paced SaaS, FinTech, or other regulated technology environment.
• Exceptional Communication: Outstanding verbal and written communication skills, with the ability to articulate complex technical situations clearly and calmly to both technical and non-technical audiences.
• Grace Under Pressure: A calm and resilient demeanour with the proven ability to make logical, decisive decisions in high-pressure situations.
• Stakeholder Management: Demonstrable experience in managing expectations and communications with a wide range of stakeholders, from engineers to executive leadership.
• Analytical Mindset: A natural problem-solver with strong analytical skills and meticulous attention to detail.
• Curiosity and Continuous Learning: An eagerness to dig deeper into problems, ask the right questions, and proactively seek opportunities to improve systems, processes, and your own knowledge.

• Familiarity with modern cloud and containerised environments (e.g., AWS, GCP, Kubernetes).
• Hands-on experience with monitoring and observability tools (e.g., Grafana, Datadog, New Relic, Splunk).
• Experience with ITSM and incident response tooling (e.g., Incident.io, PagerDuty, Opsgenie, Jira Service Management, ServiceNow).

Understanding of Site Reliability Engineering (SRE) principles and methodologies.

• 25 days holiday a year (plus bank holidays) in the UK
• We also offer an additional holiday day after 1 year's service, up to the value of 5 days
• We’re serious about work/life balance and operate hybrid working, giving you the flexibility to work from home, working from our amazing office space or work abroad for up to 30 days per year ‘Nomad Working’
• Comprehensive Private Medical Insurance
• Life Assurance and Income Protection (UK only)
• Company Pension Scheme
• Enhanced Paternity and Maternity leave
• £200 annual Learning and Personal Development budget
• Cycle To Work Scheme
• Employee Referral Scheme which offers £1,000 per employee referral
• Monthly social budget
• Daily snacks provided in the office
• Dog friendly office

We obsess about quality

• Our customers have entrusted us with a critical function in a regulated industry…and we take that responsibility seriously. We always assume ownership and hold ourselves accountable.

We are curious

• Our innovation is powered by our collective growth mindset. We’re lifelong learners who challenge assumptions, experiment, and iterate.

We act with integrity

• We’re guided by our mission and earn and maintain trust by doing what’s right, even when it’s not easy.

We are do-ers

• We reject indifference and agility is our strength.
• We’re motivated by challenges, and biassed towards action.

We problem-solve together

• We’re diverse people in diverse places, and know the best solutions are born out of collaboration. We win, lose, and learn…together.