Incident & Case Analyst

Viva.com is the first Tech Bank in Europe for businesses, serving 31 countries through its pan-European critical infrastructure for payments & banking services.

Viva.com’s offering spans omnichannel payment acceptance, deposit accounts, card issuing, and a broad suite of financing solutions, providing businesses of all sizes and sectors with the tools they need to operate efficiently, both domestically and internationally, through a single integrated platform.

Viva.com pioneered and leads in Tap on Any Device technology, enabling acceptance on any Android device or iPhone, while connecting directly to all major international and domestic card schemes, local payment systems, and alternative payment methods across Europe.

The Role

We are seeking a Cases & Incident Analyst to investigate customer cases, mainly Anti-Financial Crime (AFC) cases, and to help detect, triage and resolve operational incidents at Viva.com.

You will be a key part of our operational resilience: reviewing cases carefully and on time, spotting incidents early, and making sure the right people are informed and the right actions are taken. This is a 24/7 role delivered on a rota basis, so that cases and incidents are covered around the clock.

The ideal candidate is analytical, detail-oriented and calm under pressure, and enjoys working with colleagues across the business to get to the right answer.

Key Responsibilities

• Review and investigate customer cases, mainly AFC cases such as suspected fraud, money laundering, sanctions and customer due diligence reviews;
• Gather and assess the relevant information, reach a well-reasoned conclusion and record your findings and decisions clearly;
• Escalate high-risk or complex cases to the Lead or the relevant function, following established procedures;
• Meet agreed deadlines and quality standards, and keep case records complete and audit-ready;
• Monitor alerts and dashboards to spot incidents affecting our services or customers;
• Triage and escalate incidents using established playbooks, and keep stakeholders informed with clear, timely updates;
• Coordinate with engineering, operations and support teams to get incidents contained and resolved quickly;
• Document what happened and help identify the cause of each incident;
• Take part in post-incident reviews, sharing lessons learned and recommending improvements;
• Track key figures such as case turnaround times, incident duration and SLA adherence, and suggest improvements;
• Help keep procedures, playbooks and documentation clear and up to date;
• Share ideas for using automation and AI tools to reduce manual work and speed up detection and response.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.

Requirements

• 2–4 years of experience in case investigations, anti-financial crime or AML, incident response, operations or risk monitoring;
• Strong analytical and problem-solving skills, with attention to detail and sound judgement;
• Familiarity with case management, monitoring, alerting and ticketing tools (e.g. Jira, ServiceNow, PagerDuty, Datadog);
• Familiarity with incident management frameworks (ITIL, ISO 27035 or SRE practices) is a plus;
• A basic understanding of how cloud-based systems fit together, enough to follow technical discussions;
• Clear written and verbal communication, and the ability to work well in a team, especially under pressure;
• Willingness and ability to work on a 24/7 rota, including nights, weekends and public holidays;
• A degree in Finance, Business, Computer Science, Engineering or a related field (or equivalent experience);
• ITIL Foundation, ACAMS or similar certifications are a plus.

Benefits

💸 Competitive compensation package;

🎯Annual bonus based on your performance and targets’ achievement;

🏥 Private health insurance for you and your family;

💻 Top of the Line tools and equipment;

📚 Career development and regular feedback to develop your skills;

🏃🏽♂️ Employee Wellness Program like Daily group sessions led by professional coaches