Description:

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

Skills

ICT Governance & Resilience Manager

Job Description