Incident Management Lead

About the Role

Incidents are inevitable. How fast you detect them, how quickly you act, and whether the organization actually learns from them - that is what separates payments companies that scale from ones that spiral.

Forward processes payments for thousands of merchants across dozens of partner platforms. When something breaks - a submission failure blocks merchants mid-onboarding, a processing outage hits a partner's book, a compliance flag freezes accounts at scale - the impact lands on real businesses in real time. The question is not whether incidents will happen. It is whether Forward detects them in minutes or hours, resolves them with coordination or chaos, and fixes the root cause or patches the symptom.

The Incident Management Lead owns that answer.

This is a modern role for a modern problem. You will build an AI-assisted incident intelligence layer that gives Forward signal before issues become incidents, run coordinated response when they do, and drive the post-incident work that makes the organization genuinely more resilient - not just less embarr