Senior Manager Real Time Monitoring

h3Be part of a movement to change the way Europe pays /h3 pIn today’s digital Europe, payments still feel too complicated. Random delays, confusing rules, extra apps and accounts make it harder than it should be to pay and get paid. /p pThe European Payments Initiative is changing that with Wero, a proudly European digital wallet to make payments easier, clearer and more secure. Online, in store, at home and across borders, with your money and data protected under European laws and regulations. /p pWero is live in Belgium, France and Germany and launching very soon in Luxembourg and the Netherlands. Backed by 16 major banks and the two largest European acquirers, we’re building a brand new, proudly European payment system. Why not join us? /p h3What’s In It For You /h3 ul liEliminate alert fatigue: Frustrated by noisy alerts and reactive firefighting? Here, you have the mandate and modern tooling to architect an intelligent detection model that surfaces what truly matters. /li liFirst line of defense for European payments: Protect a mission-critical, high-volume instant payment infrastructure, safeguarding the reliability and availability of Europe’s payment sovereignty. /li liAutonomous leadership strategic impact: Act as deputy to the Head of Monitoring and Customer Support, with the autonomy to shape 24x7 operations, build sustainable on‑call frameworks, and mentor a growing team. /li /ul pAt EPI, we embrace a remote‑first culture, enabling our teams to work remotely from the country they are based in, with in‑person meetings at least once a quarter to foster collaboration and connection. /p h3About The Team /h3 pYou will join the bOperations and Service Delivery (OSD) /b department as the leader of the bReal Time Monitoring Incident Management /b team. Serving as the primary shield for EPI’s platform and services, the team monitors platform health, tracks member performance across Europe, and orchestrates rapid technical resolutions. You will report directly to bAmanbir Singh /b, Head of Monitoring and Customer Support, acting as their deputy and strategic operational partner. /p h3Your impact /h3 ul liLead and scale the 24x7 operational team: Develop, coach, and organize the Real Time Monitoring Incident Management team, structuring roles, sustainable rotations, and on‑call coverage while cultivating a culture of accountability and rigor. /li liAct as Deputy to Head of Support: Partner on operational support strategy, budget planning, capacity forecasting, and platform roadmap reviews. /li liOwn end‑to‑end monitoring detection: Architect and steer the monitoring strategy across applications, cloud infrastructure, network, data flows, APIs, and business‑critical payment transactions. /li liCommand major incidents (P1/P2): Direct responses, coordinate internal engineering squads and banking members, lead crisis war rooms, and manage communications during and outside business hours. /li liEnsure regulatory compliance under DORA: Oversee payment and security incident management, classification, and reporting in strict compliance with the Digital Operational Resilience Act (DORA). /li liEnforce problem management blameless RCAs: Champion ITIL standards by delivering high‑quality root cause analyses and post‑mortems, tracking remediation actions to completion to prevent recurrence. /li liDrive industrialization and automation: Optimize alerting thresholds to eliminate noise, automate operational workflows, and integrate monitoring services into the service catalogue. /li liSteer executive reporting KPIs: Establish and report on operational KPIs (MTTA, MTTR, SLA/SLO adherence, capacity, platform availability) for senior leadership and production committees. /li /ul h3Technology stack /h3 ul liMonitoring Observability: Datadog /li liIncident Management Escalation: PagerDuty, Jira, ServiceNow /li liData Platform: Databricks /li liCloud Infrastructure: AWS, Azure, REST APIs, CI/CD pipelines, Infrastructure as Code (IaC) /li /ul h3To succeed, you should meet at least 70% of these requirements /h3 h3Mandatory Company Must-haves /h3 ul li+10 years of professional experience in IT operations, technical support, or monitoring, including at least 5 years in financial services, fintech, or payment systems. /li li+5 years of experience in a people management role, with a proven ability to build, lead, and retain high-performing 24x7 operational teams. /li liA Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). /li liFluent in English (CEFR C1 or C2); French, German, Dutch, or another European language is an asset. /li liProven ability to thrive in a remote‑first, multicultural European environment. /li /ul h3Job‑specific Requirements /h3 ul liMajor incident leadership: Proven composure and track record managing critical P1/P2 incidents under pressure, including out‑of‑hours escalations and executive stakeholder communication. /li liAdvanced