Response & Resilience Analyst

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. 

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! 

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

The Response and Resilience Analyst plays a vital role in supporting GoCardless's incident management and operational resilience capabilities. Working closely with our Incident Response Managers and Operational Resilience Manager, you'll help ensure we maintain robust processes for responding to incidents and building resilience across the organisation.

This role splits your time (approximately) between incident management (75%) and operational resilience (25%), giving you broad exposure to how we protect and strengthen our critical business services.

Incident Management responsibilities (~75% of your time)

• Quality assurance and administration – maintaining high standards across our incident records, ensuring documentation is complete, accurate and actionable.
• Incident lifecycle support – tracking incidents from detection through to closure, ensuring timely updates and appropriate escalation.
• Reporting and metrics – preparing regular incident reports, tracking key performance indicators, and identifying trends to inform continuous improvement.
• Incident response coverage – providing direct incident management support, including out-of-hours coverage as part of our on-call rotation.
• Process improvement – identifying opportunities to improve our incident management processes, alerting and tooling.
• Stakeholder communication – supporting clear and timely communication with internal teams during and after incidents.

Operational Resilience responsibilities (~25% of your time)

• Business continuity planning – supporting the administration and maintenance of business continuity, crisis management and disaster recovery plans.
• Analysis and assessment – assisting with risk assessments, business impact analysis, and scenario analysis.
• Exercise support – helping to coordinate and facilitate resilience exercises, from desktop exercises to stress test simulations.
• Metrics and reporting – contributing to resilience metrics, regulatory self-assessments and ISO 22301 maintenance.
• Documentation – maintaining resilience documentation and ensuring it remains current and accessible.
• Third-party resilience – supporting supplier resilience assessments and due diligence activities.

What excites you

• You're naturally analytical and enjoy working with data to spot patterns and drive improvements.
• You thrive on operational excellence and take satisfaction in maintaining high-quality processes and documentation.
• You're comfortable working in a fast-paced environment where priorities can shift, and incidents require urgent attention.
• You're a strong communicator who can translate technical information for different audiences.
• You're organised, detail-oriented, and enjoy bringing structure to complex situations.
• You're looking to build your career in incident management and operational resilience, and want broad exposure to both disciplines.

What excites us

• You have experience in incident management, IT operations, business continuity, or a related operational role (or can demonstrate strong transferable skills).
• You're comfortable working with data and can create meaningful insights from metrics and reporting.
• You have excellent attention to detail and strong administrative skills.
• You can remain calm under pressure and effectively coordinate activities during live incidents.
• You're a proactive self-starter who can work independently whilst knowing when to ask for support.
• You have experience working with incident management or business continuity tools and systems.
• You're comfortable with out-of-hours work on an occasional, scheduled basis.

Nice to have:

• Experience in financial services or a regulated environment.
• Familiarity with regulatory frameworks such as FCA PS21/3, DORA, or ISO 22301.
• Relevant qualifications or training in incident management, ITIL, business continuity (e.g. CBCI/AMBCI) or related areas.
• Some experience with Incident.io, our incident management tool. 
• Experience with data visualisation and reporting tools.

Base salary range: the expected base salary range for this position is between €40,000 - €60,000

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women 
• 23% identify as Black, Asian, Mixed, or Other 
• 10% identify as LGBTQIA+ 
• 9% identify as neurodiverse 
• 2% identify as disabled 

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via X, Instagram and LinkedIn.