Incident Response Engineer I

At Mollie, we’re on a mission to make payments and money management effortless for every business in Europe. We started 20 years ago when we launched a more direct, affordable way for companies to get paid. That provided an alternative to the frustrating, overpriced solutions that banks offered at the time. Today, we serve more than 250,000 businesses across Europe with an all-in-one solution that simplifies payments and money management. And we’re a 850-strong team of product, finance, support, commerce, and engineering specialists working across Europe – from Lisbon to London.

Your Opportunity

As Mollie continues to scale, ensuring high availability and managing operational issues efficiently is critical. We are looking for an Incident Response Engineer to help monitor our systems, communicate effectively with relevant teams and stakeholders, and continuously improve our incident response procedures.

The Incident Response Team coordinates incident management efforts, ensures proper communication, and drives improvements to prevent operational disruptions. We collaborate with engineering, product, and support teams to triage incidents, escalate issues, and enforce response procedures.

We work in a fast-paced environment where technical curiosity, automation, and continuous improvement are essential. While we do not directly resolve incidents, we play a critical role in ensuring response efforts run smoothly and work on enhancing monitoring, reporting, and tooling to improve efficiency.

What You’ll Be Doing:

• Monitoring and Managing Incidents: Actively monitor for incidents, assess their impact using tools like Datadog and Sentry, respond appropriately, escalate to relevant teams, and coordinate internal and external communication through appropriate channels.

• Ensuring Incident Response Processes Are Followed: Collaborate with stakeholders across multiple domains to ensure proper incident response procedures are followed. This includes documentation, internal and external communication, resolution tracking, and adherence to industry regulations (DORA, PCI DSS, ISAE).

• Improving Incident Response Processes: Analyse past incidents, enhance monitoring coverage, and contribute to automation efforts to improve response efficiency. Participate in post-incident reviews to drive continuous improvements.

• Enhancing Internal Tools & Automation: Support and improve internal incident management reporting tools, such as Datadog and PagerDuty, to streamline workflows and optimise response processes.

• Collaborating Across Teams: Serve as a bridge between technical and non-technical teams, ensuring effective coordination and clear communication during critical incidents.

What You’ll Bring:

• Scripting, Automation and Source Control Experience: Proficiency in Python or other scripting languages to contribute to automation efforts and tooling improvements mentioned prior, along with a familiarity with source control tooling such as Git. 

• Ability to Work Well Under Pressure: Comfortable making decisions and coordinating responses in high-pressure, time-sensitive situations.

• Strong English Communication Skills: Ability to clearly communicate complex technical issues to both engineering teams and business stakeholders.

• Analytical & Troubleshooting Abilities: Strong problem-solving skills to assess impact, escalate appropriately, and drive improvements in incident handling.

• Self-Driven & Proactive Mindset: Ability to work independently, take initiative, and drive improvements in incident management workflows.

• Stakeholder Management Skills: You have demonstrated the ability to collaborate effectively with multi-functional teams across all levels of the organisation

Nice to Have:

• Experience with Monitoring & Observability Tools: Familiarity with monitoring and logging tools used for diagnosing system performance and availability issues, such as Datadog and Sentry.

• Incident Response & Coordination Experience: Experience in a role involving incident response, technical troubleshooting, or managing operational issues.

• API Experience: Hands-on experience working with APIs - Slack, Datadog, Pagerduty, Looker, Atlassian and / or Google APIs - including debugging, monitoring, and integrating them into workflows.

• Experience working in an on-call or incident response rotation.

• Familiarity with cloud environments (e.g., GCP) and DevOps principles.

• Knowledge of ITIL or incident management frameworks.

*Kindly note that relocation support is not offered for this role.