Incident Response Manager

At myPOS, we’re all about helping businesses grow and get paid. We make payments simple, smart, and accessible for everyone, but we’re more than just payment solutions—myPOS is a partner in growth. From free multicurrency accounts to powerful e-commerce tools, we’re here to support business owners of all sizes and everyone out there who dreams of starting their own business.

As we are expanding our team, we’re looking for an Incident Manager to help us make a real difference in the Fintech industry. Ready to join us and shape the future of payments? Let’s make it happen!

About the role:

The Incident Manager will be responsible for managing the lifecycle of incidents, from identification to resolution, while leveraging their expertise in incident analysis to enhance our incident response capabilities. This role requires a proactive individual who can coordinate with various teams, communicate effectively with stakeholders, and implement strategies to prevent future incidents.

What you’ll do:

• Coordinate incident response in line with the incident response plan.
• Act as a central focal point for all departments concerned and coordinate between them to ensure resolution of incident to SLA.
• Manage Incident progress and resolution communication throughout lifecycle of Incident to all internal and external stakeholders.
• Ensure an accurate audit history is maintained during the lifecycle of an incident in the ITSM tool.
• Manage post-incident activity to include scheduling and chairing Post Incident Reviews, the documentation of Root Cause Analysis and the tracking of actions to prevent incident recurrence.
• Provide input and support during initial investigations for root cause analysis.
• Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers.
• Provide monthly reporting on Incidents and Incident performance.
• Works closely with Risk Management teams to document identified risks and issues highlighted through post-incident or root cause analysis activities.
• Support other departments in service improvement requirements and taking steps to get those addressed/initiate improvement through the problem management process.
• Collaborates with Legal and Privacy Offices throughout the company on critical data protection/security incidents.
• Participates in reviews and assessments to provide recommendations to enhance or improve the security posture of environments as part of post incident activities and lessons learned.
• Maintain and follow runbooks for day-to-day incident response activities in line with the corporate security incident response plan.
• Maintain clear communication with both technical and non-technical stakeholders, ensuring senior leadership, clients, and partners are informed throughout the incident response process.
• Ensure that all incident response efforts comply with applicable legal, regulatory, and contractual obligations.

This role is perfect for you if you have: 

• 5+ years of experience in incident management, cybersecurity incident response, or related roles.
• Strong understanding and proven experience implementing incident, critical, and crisis management processes.
• Experience facilitating disaster recovery testing and crisis management exercises.
• Familiarity with security technologies (SIEM, IDS/IPS, firewalls, endpoint protection, forensic analysis tools).
• Very strong communication skills, capable of clearly articulating complex technical issues to stakeholders at all organizational levels.
• Proven ability to effectively manage incidents, coordinate across teams, and perform root-cause analysis.

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment
• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Unlimited access to courses on LinkedIn Learning
• Refer a-friend bonus as we know that working with friends is fun
• Annual individual training and development budget
• Teambuilding, social activities and networks on a multi-national level

What we offer:

• Excellent compensation package
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 200 BGN per month
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia)
• Free coffee, snacks and drinks at the office

Who we are:

Since 2014 we’ve been all about making payments easier and more accessible for businesses of all shapes and sizes. Whether you’re at the counter, selling online, or on the move, we’ve got businesses covered with smart, accessible and affordable solutions that keep things easy.

Our mission? It’s simple. Help businesses get paid by taking advantage of modern tech and innovative ideas, so payment challenges are a thing of the past.

Pro tip:

Take it easy about meeting every requirement—this job description is just that, a job description! Even if you don’t tick every box, we want you to apply anyway! This is your chance to grow, learn, and build your career with us. We value potential over perfection, and we are all about mutual growth!

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!