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 embarrassed. You will own the closed loop between reactive resolution and proactive prevention: the governance function that ensures Forward gets faster and smarter after every incident rather than repeating the same failures.

This role sits at the intersection of Engineering, GTM, Support, and Operations, and is directly accountable to the CRCO. When things go wrong at Forward, you are the named owner - before, during, and after.

Key Responsibilities

Build the Detection Layer

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