• Own the end-to-end lifecycle of major and high-priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust. • Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions. • Participate in the global on-call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours. • Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams. • Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders. • Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds. • Deliver real-time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post-incident communications and root cause summaries. • Lead blameless post-mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes. • Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability. • Ensure incident records meet standards required by PCI-DSS, ISO 27001, GDPR, and local financial regulatory bodies.