Real Time Monitoring & Incident Manager – Remote-First

Role overview Lead real-time monitoring and incident response for a high-volume instant payments platform operating across Europe. You will build and guide a 24/7 team, improve detection and escalation, and act as a strategic deputy to the support leader. The role includes major incident ownership and out-of-hours escalation duties.

Responsibilities - Organize, coach, and scale the monitoring and incident management team, including sustainable shift rotations and on-call coverage. - Lead response to critical incidents, communicate with technical and executive stakeholders, and coordinate resolution across internal teams and payment members. - Improve monitoring and alert thresholds so teams can prioritize meaningful signals across distributed services, networks, APIs, and schedulers. - Run blameless post-incident reviews, identify root causes, and follow corrective actions through to completion. - Automate operational workflows and integrate monitoring services into the service catalogue. - Define and report operational measures such as response and resolution times, service-level performance, capacity, and availability.

Requirements - 10+ years in IT operations, technical support, or monitoring, including at least 5 years in financial services, fintech, or payments. - 5+ years managing people, with experience building and retaining 24/7 operations teams. - Demonstrated leadership of high-severity incidents, including out-of-hours escalations and senior stakeholder communications. - Strong monitoring experience in complex distributed environments and practical problem management skills, including post-mortems and operational metrics. - Bachelor’s degree in computer science, information technology, or equivalent practical experience. - Fluent English and ability to work effectively in a remote, multicultural setting.

Nice to have - Familiarity with payment and security incident reporting requirements, including DORA. - ITIL or PMP certification and hands-on administration of monitoring or incident tools such as Datadog, PagerDuty, Jira, or ServiceNow. - French, German, Dutch, or another European language.

Benefits and work setup - Remote-first within the country where you are based, with regular in-person team gatherings; work from another EU country for up to three months per year. - Compensation includes salary, performance-based bonus, and a benefits program; annual learning and development budget of €5,000.