Senior Manager – Real Time Monitoring, Incident Management
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Job Description
Senior manager leading 24x7 monitoring and incident management for EPI’s Wero European digital payment platform. Directing major incidents, DORA compliance, observability, automation, and operational teams.
Responsibilities:
- Develop, coach, and organize the Real Time Monitoring & Incident Management team
- Structure roles, sustainable rotations, and on-call coverage
- Partner with the Head of Support on operational support strategy, budget planning, capacity forecasting, and platform roadmap reviews
- Architect and steer monitoring strategy across applications, cloud infrastructure, networks, data flows, APIs, and business-critical payment transactions
- Direct P1/P2 incident responses and coordinate internal engineering squads and banking members
- Lead crisis war rooms and manage communications during and outside business hours
- Oversee payment and security incident management, classification, and reporting under DORA
- Deliver root cause analyses and post-mortems and track remediation actions to completion
- Optimize alerting thresholds, automate operational workflows, and integrate monitoring services into the service catalogue
- Establish and report operational KPIs including MTTA, MTTR, SLA/SLO adherence, capacity, and platform availability
- Act as deputy to the Head of Monitoring and Customer Support
- Report directly to the Head of Monitoring and Customer Support
Requirements:
- 10+ years of professional experience in IT operations, technical support, or monitoring
- At least 5 years of experience in financial services, fintech, or payment systems
- 5+ years of experience in a people management role
- Proven ability to build, lead, and retain high-performing 24x7 operational teams
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- Fluent in English (CEFR C1 or C2)
- Proven ability to thrive in a remote-first, multicultural European environment
- Proven composure and track record managing critical P1/P2 incidents under pressure, including out-of-hours escalations and executive stakeholder communication
- In-depth experience designing alert thresholds and monitoring complex distributed environments, including cloud micro-services, networks, APIs, and schedulers
- Practical expertise running blameless post-mortems, driving corrective actions, and establishing operational KPIs
- Knowledge of DORA and regulatory standards for payment and security incident reporting
- ITIL or PMP certifications and hands-on administrative familiarity with Datadog, PagerDuty, Jira, or ServiceNow are nice to have
- French, German, Dutch, or another European language is an asset
Benefits:
- Remote-first culture with quarterly and annual all-staff in-person meetups
- Possibility to work from another EU country for up to 3 months per year
- Competitive compensation package featuring salary and performance-based bonus
- High-quality benefits program
- Learning & development budget of €5,000 training budget per year
- Opportunity to be part of a multicultural European company
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