# Technical Incident Response Analyst > Nuvei · Sofia, Bulgaria (Hybrid) · Full-time · Posted 2026-03-05 **Workplace:** hybrid **Department:** GM Operations Europe ## Description The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow. **Meet Nuvei**, Nuvei is the global fintech building the infrastructure for every payment, everywhere. Its modular, flexible, and scalable technology enables leading companies to accept next-generation payments, offer all payout options, and benefit from card issuing, banking, risk, and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 52 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally through one integration. At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey! **The Role:** The Technical Incident Response Analyst plays a critical role within the Operations organization, acting at the intersection of technical incident handling and incident communications. This role is assisting in triaging and coordinating the resolution of production and payment-related incidents, while ensuring clear, timely, and accurate communication to internal and external stakeholders throughout the incident lifecycle. Additionally, this role requires a keen understanding of incident response, excellent communication skills, and the ability to synthesize technical information into clear and concise messages for both internal and external stakeholders. The Analyst works closely with multiple production and technology teams to identify root causes, support action plans, and contribute to continuous improvement of operational processes and documentation. **Key Responsibilities:** - Act as a key participant in the investigation and resolution of production and payment system incidents. - Work closely with Incident and Problem Management, Observability Control Center (OCC), DevOps, Networking, DBA, and related teams to identify root causes and ensure proper internal and external clear and concise communication for the client-facing support teams and external stakeholders. - Troubleshoot and resolve technical issues impacting payment processing and client-facing production environments. - Serve as a central point of contact for incident-related communications during major outages and critical events. -   Gather, synthesize, and communicate accurate, real-time incident information, including scope, impact, and progress. - Prepare official incident communications, including internal incident statements and business summaries. - Draft external-facing incident documentation, including Incident Reports (IR) and Root Cause Analysis (RCA) reports. - Maintain detailed incident records, including timelines, actions taken, decisions made, and final resolutions. - Contribute to the development, review, and continuous improvement of operational documentation, guides, and support procedures. - Identify opportunities to improve operational processes, internal interfaces, and knowledge sharing across support and production teams. ## Requirements - Proven experience in technical incident response, production operations, or a similar environment. - Strong experience collaborating with production and infrastructure teams such as OCC, IPM, DevOps, Networking, and DBA. - Demonstrated experience in incident and outage communications within a production environment. - Experience preparing and distributing incident-related documentation, including incident summaries and root cause analysis reports. - Strong analytical and problem-solving skills with the ability to identify root causes of complex operational issues. - Excellent written and verbal English communication skills, with the ability to explain technical topics to non-technical stakeholders. ## Benefits - A challenging job in a fast-developing, international company. - A friendly work environment where you can thrive and develop your skills. - Career advancement possibilities. - Competitive remuneration package. - Additional Health insurance incl. Dentist. - Fully covered MultiSport card. - Food vouchers. - Employee discounts card, Seminars and conference tickets, Playroom, and other additional perks. _**Please send your resume in English.**_ Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves. _**So, please come as you are. We can't wait to meet you.**_ ## Apply [Apply at Nuvei](https://apply.workable.com/nuvei/j/3B53A2CCC4/apply) --- Powered by [Workable](https://www.workable.com)