ICT Governance & Resilience Manager

Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people's lives easier by enabling meaningful connections — from precious moments with family and friends, through managing business relationships, to pursuing their passions.

We are a global team dedicated to creating safe, reliable, and compliant digital experiences for millions of users worldwide. Our culture is built on innovation, accountability, and a commitment to excellence.

We're looking for an experienced and highly organised Operational Resilience & ICT Governance Manager to join our team and serve as the operational engine behind Viber's DORA compliance program. This is the most critical governance role in the organisation — the person who makes resilience real, day to day.

Responsibilities

• Own and maintain the DORA governance framework, policies, and ICT inventories as well as PCI-DSS requirements — including the TPSP register, dependency mapping, and BCM documentation
• Maintain the DORA evidence repository and ensure audit trails are complete, current, and inspection-ready at all times
• Lead coordination of internal and external audits and regulatory inspections, from preparation through to close
• Coordinate regulator notifications, reporting requirements and manage all regulatory evidence requests end-to-end
• Coordinate the end-to-end incident reporting process, post-incident reviews, and follow-through on findings
• Coordinate annual BIA reviews, BCP testing, operational resilience testing, recovery testing, and tabletop exercises
• Coordinate TPSP oversight reviews and manage ongoing third-party risk governance
• Track KRIs/KPIs monthly and maintain the DORA action tracker, driving timely closure of remediation items
• Follow up with owners across the Group on a weekly basis to keep actions on schedule
• Coordinate annual policy reviews and ensure all scheduled annual reviews happen on time across the Group
• Chair monthly operational resilience meetings and coordinate cross-functional resilience governance
• Prepare and deliver quarterly Board reporting packs on operational resilience and ICT risk

Requirements

• At least 5 years of experience in operational resilience, ICT risk management, business continuity, or a closely related governance function
• Demonstrated experience managing or coordinating a DORA, ISO 22301, or equivalent regulatory compliance program
• Hands-on experience maintaining governance frameworks, risk registers, and ICT inventories in a regulated environment
• Experience coordinating audits, regulatory inspections, and evidence requests
• Solid understanding of third-party/TPSP oversight processes and contract risk management
• Experience producing Board-level reporting packs and executive risk communications
• Strong organisational skills and a proven ability to manage multiple ongoing workstreams simultaneously
• Ability to follow up with stakeholders across functions and geographies with clarity and consistency
• Fluent in written and spoken English

Advantages

• Experience working within the EU financial services or fintech regulatory environment, particularly under DORA
• Familiarity with the Maltese regulatory landscape (MFSA), EU-level regulatory reporting requirements and card schemes
• Experience coordinating BCP or resilience testing exercises as a process owner or coordinator
• Project management or risk management certification (PMP, PRINCE2, CRISC, CISM or equivalent)
• Experience working in or with payment institutions, e-money issuers, or regulated messaging/communications platforms