Incident & Issue Management Coordinator

What You'll Do

• Own the full P0 and P1 incident lifecycle — declaration, triage, cross-functional response, root cause analysis, remediation, and formal closure — documented to regulatory standards.
• Take ownership of any incident with customer impact requiring remediation, regardless of severity, working alongside Engineering managers who lead technical recovery for P2, P3, and P4 incidents.
• Run incident response coordination, keeping clear ownership, action items, and decision logs, and escalating to second-line Compliance, Risk, and bank partners when thresholds are met.
• Own the first-line issue management lifecycle: identify, document, and classify issues arising from incidents, audits, exams, monitoring, or day-to-day observations, each with a defined owner, remediation plan, and target closure date.
• Maintain the issue log with the same discipline as the incident log, driving issues through to closure and confirming control gaps are genuinely addressed, not just marked closed.
• Own the remediation tracking process for both incidents and issues, maintaining a consolidated tracker formatted for sharing with auditors, examiners, and bank partners.
• Ensure all technology remediation items get into Engineering backlogs or sprint planning commitments, partnering with Engineering managers and the Director of Business Technology.
• Run a structured program cadence, including recurring incident and issue review meetings across Engineering, Compliance, and Operations, and ad hoc working sessions as needed.
• Own and evolve Credit Genie's incident and issue management framework — policies, playbooks, escalation protocols, severity classifications, and SLA standards.
• Drive continuous improvement through structured post-incident reviews, root cause analysis, and lessons-learned processes that translate into real control improvements.
• Serve as the primary first-line contact for regulatory examiner and bank partner inquiries, preparing accurate, complete responses and evidence packages.
• Own preparation of incident and issue management reporting for the board and compliance committee, including trend analysis, remediation phase tracking, and program health metrics.
• Identify and implement AI and automation tools to cut administrative burden, accelerate reporting, and improve tracking accuracy across the program.

Requirements

• Bachelor's Degree or MBA from an accredited institution.
• 1-3 years of relevant pre-MBA experience in incident management, issue management, operational risk, or a related control function within fintech, financial services, or a regulated environment.
• Some experience managing high-severity incidents or control issues through part of the full lifecycle: triage, remediation tracking, root cause analysis, or closure.
• Clear understanding of the distinction between incidents and issues in a regulated context.
• Some experience coordinating with Engineering or technical teams, with a working understanding of backlog management and sprint planning.
• Familiarity with regulatory expectations for incident and issue management programs in a bank-partnered or licensed fintech environment.
• Comfortable working with AI tools to automate administrative workflows, generate summaries, and streamline program operations.
• Strong written and verbal communication skills, with the ability to translate technical and operational findings into clear reporting for compliance teams, senior leadership, and regulators.

Nice to Have

• Experience preparing materials for bank partner requests, regulatory exams, or board-level reporting.
• Relevant certifications (e.g., ITIL, PMP, CRISC).