NOC Incident Response Coordinator

Date:  Apr 27, 2021
Company:  bambora

Victoria, CA, CA-BC V8T

Bambora Inc., A Worldline Brand

Bambora, a Worldline brand is on a mission to shape ‘the most customer focused payments experience’. Join our team in Victoria, BC, as a  NOC Incident Response Coordinator for a twelve (12) month contract assignment.



As a NOC Incident Response Coordinator (IRC) you will be responsible for the technical logistics, classification and internal communication of unplanned interruptions for all components of our hosted platform. The IRC will execute a blueprint aimed at maintaining service availability, keeping stakeholders apprised, and improving overall incident response. This is achieved by displaying a passion for the technology and ambition for learning while focusing on proactive and conscientious approaches to continuously improving the customer experience.


Essential Functions/ Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Coordinate response to site crises by following Incident Management procedures and acting as focal point for support teams
  • Work in conjunction with on-call incident response team to track and own unresolved incidents and act as escalation point for updates and ongoing resolution efforts
  • Conduct post analysis of events and incidents to substantiate customer impact and SLA violations
  • Assist head of technical operations with creation and distribution of Service Failure Analysis reports
  • Catalogue known errors and highlight potential areas for improvements in monitoring to reduce future impact
  • Reinforce implementation and provide oversight of the Change Management process
  • Provide support to Network Operations Center with alerts, ticket workflow and basic customer requests


Competencies / Skills:

  • Proficiency with Incident Management processes and a framework such as ITIL or YaSM
  • Working knowledge of monitoring systems and log analytics such as SolarWinds, Ansible, Elastic or similar tools
  • Experience in support of a SaaS platform or in a NOC environment a plus
  • Ability to provide clear, concise technical documentation of issues in applicable data systems
  • Aptitude to work with both operations engineers and software developers on cross-functional teams
  • Demonstrate initiative and self-motivation as well as sound time management
  • Technical troubleshooting and problem-solving skills with strong attention to detail



​​​​​​​Education / Experience:

  • Required: B.S. degree in Computer Science or related field
  • Preferred: 1 year or more in a Technical Support or equivalent role


This is a 12 month fixed term position supporting one of our largest clients.  There will be a possibility for a 12 month extension and/or conversion to regular status depending on business requirements.


AAP/EEO Statement:
Worldline provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.  Discrimination of any type will not be tolerated.



Who we are: 

We are proud to come together as innovators, service engineers, financial advisors, marketers, and digital masters. We are champions of everyday commerce. We don’t wait for change, but rather see it as our mission to challenge: push the boundaries, redefine normal, and thereby achieve the extraordinary. 


The payment market is rapidly changing, and Bambora, a Worldline Brand is a part of that change. We are a payment company with global presence and a mission to simplify payments for small and midsized merchants whether that business is instore, online or in-app. In November 2020, we became part of Worldline, one of the world's largest payment companies, which provides increased opportunities for us to simplify payments and help customers grow worldwide. In North America we are globally minded with a start-up atmosphere. You will experience this in your every-day life as a Worldliner.