Senior Incident Manager

About

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €1.5 billion in monthly transactions for more than 150 companies—like Pennylane, Indy, Agicap, Libeo, and Lucca. Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Our mission

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

To learn more about us: About Swan ; Our story.

Job description

Swan is looking for an experienced and proactive Senior Incident Manager to lead our incident management processes and ensure the smooth operations.

The ideal candidate will have a strong background in fintech/tech operations, incident management, and problem-solving, with excellent communication and leadership skills. This role will report into the Head of Support.

✨ Your mission

Your primary mission is to industrialize out the incident management process by defining roles and responsibilities, managing incidents from identification to resolution, pro-actively communicate to our partners and end customers to ensure complete visibility of issues and resolutions and to give them confidence in our internal processes.

✨ Main Tasks

• Develop, implement, and continuously improve incident management processes and procedures tailored to our platform
• Lead and coordinate incident response efforts, ensuring timely and effective resolution for our partners, their end-customers, and our internal stakeholders
• Triage incoming incidents, identify and size problems, and work with other teams to understand the source of the incident
• Own the fix for Level 1 incidents and manage the escalation process for Level 2 incidents, including coordinating with security and compliance teams
• Manage all internal and external communication; facilitate communication between technical teams, management, stakeholders, and clients during incidents
• Conduct thorough post-incident reviews, write and publish post-mortems, and coordinate the implementation of lessons learned to enhance our platform's resilience
• Collaborate with cross-functional teams to develop and maintain incident response plans specific to our fintech services

✨ Curious about your future team?

This role operates within the Operations organization, reporting to the Head of Support. You will work heavily with internal stakeholders to resolve incidents and proactively prevent incidents through process improvements.

Preferred experience

✨ You’re a great match if:

• Experience in tech operations, preferably within a tech or FinTech company. Familiar with technical solutions and incident management processes, and comfortable navigating common technical issues and their resolutions.
• You have a technical background but are primarily motivated by managing processes and solving complex problems.
• You possess excellent communication and relationship management skills.
• You thrive on identifying and eliminating recurring problems.
• You are fluent in English.
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌 

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall