Neon One is hiring a Payments Operations & Incident Lead to oversee the operational health, stability, and performance of all payment processing. This role acts as the primary point of coordination for payment incidents, system reliability, and risk mitigation across our payment ecosystem.

What You'll Do

Act as the primary Incident Lead for all payment-related issues, including outages, processor errors, and fraud spikes.
Serve as the Tier 3 escalation point for complex payment support issues beyond standard support teams.
Coordinate cross-functional responses to minimize customer impact and restore service quickly.
Conduct post-mortem analyses for major incidents, identifying root causes and implementing preventative measures.
Proactively monitor real-time payment volumes, authorization rates, and success/failure trends across processors.
Detect and escalate anomalies or performance degradation, ensuring rapid investigation and resolution.
Deliver daily and weekly payment health reports to key stakeholders, highlighting risks and opportunities.
Manage the operational configuration of payment gateways, processors, and internal systems.
Partner with the Risk team to investigate and mitigate issues related to fraud, chargebacks, and compliance.
Collaborate with Engineering to test and roll out new payment features and system upgrades.

What We're Looking For

Deep understanding of the payments ecosystem (gateways, acquirers, issuing banks, interchange, and card networks).
Proven experience in Incident Management and leading responses to technical payment system issues.
Strong data analysis skills and proficiency with SQL, Excel, or BI platforms for interpreting transaction data.
Familiarity with payment-related risks including fraud, chargebacks, and compliance.
Excellent communication and coordination skills under pressure, with strong attention to detail.