Incident Manager

**What We Do**

Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide.

Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners.

Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).

For more on how Coda helps publishers grow faster and smarter, visit coda.co.

**Engineering - Technology at Coda**

At Coda, our goal is to make our mark in the high-volume payments and e-commerce industry - and we are levelling up fast. To stay in stride with the dynamic environment, we focus on building robust, distributed systems that can effortlessly handle traffic spikes. Moreover, our ambitious roadmap necessitates innovative tools to streamline the development lifecycle and sustain our swift momentum.

We place great value on balancing teamwork with individual autonomy, allowing our teams to make the most of modern cloud infrastructure. Our tech stack is solidly based on AWS cloud, with a keen interest in infrastructure-as-code and the creation of new microservices via the Quarkus framework. Our toolbox includes JSON and GRPC, multiple data storage integrations, queues, OpenTelemetry, and more.

But what truly defines us? It's our incredible team. We hire top talent and give them the freedom to push Coda's technology and products to exciting new levels. We believe that genius can strike anywhere, so we promote ownership and cultivate a servant leadership culture that lets engineers take the reins on features.

**About the role**

**Bangkok is Coda's main technology hub. Our engineers and the tech leadership team are situated in the Bangkok office, which maximizes collaboration and engagement while maintaining the flexibility of focus time for our engineers to be productive.**

**We are looking for a proactive, Incident manager to oversees Incident, Change, Problem, and Service Desk Management processes. You will manage technical support teams, resolve incidents, ensure service continuity, and improve operational processes. The role demands both technical expertise and leadership skills, particularly in incident management, to deliver high-quality service across multiple regions.**

**Responsibilities**:

- Lead all incident workflow to manage all incidents to ensure security and resiliency for business continuity
- Build and lead the incident management framework with a set of required processes to ensure that all incidents are handled and managed in accordance with policies.
- Own the incident management policy and incident metrics for incident classifications, severity, impact, status, notification periods to external bodies.Define the different escalation workflows based on different types of incidents and the stakeholders involved in each workflow.
- Ensure that the performance of each incident is owned by the respective system or business areas and meets the service level agreements defined by key publishers, merchants and distributors.
- Ensure the root cause analysis for each incident is identified and identify the corrective actions taken to reduce likelihood of repeat incidents.
- Track and follow through all incidents, especially critical incidents to completion to identify any technical inadequacies or process gaps.
- Lead the documentation of all incident reports with inputs from different stakeholders and based on requirements from regulatory, compliance, privacy authorities and other parties.
- Build the problem management process in support of the incident management process by identifying recurring incidents and Improve the current change management process for emergency change requests, risk and impact analysis, approval workflows and rollback plans to ensure stability of the production environment.
- Improve the current release management process to ensure traceability and integrity of deployments, segregation of duties between developer and infrastructure teams, across different environments.
- kConstantly work with engineering and other teams to improve monitoring and alerting systems to reduce time to react and time to recover

**Requirements**:

- At least 6 years of relevant experience in incident and IT service management
- Familiarity with ITIL, COBIT, ISO-27001 frameworks and standards
- Knowledge in Scrum vs Kan