Incident Problem Manager

Description

At Paymentology, we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard, Visa cards at scale – across more than 60 countries.

Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart.

We’re looking for a Incident Problem Manager to ensure operational excellence across Paymentology’s service ecosystem. This role bridges reactive incident handling with proactive problem and process management. It defines and improves service reliability through ITIL-aligned practices, data-driven decisions, and governance maturity — enabling scalability and customer satisfaction across global tech operations. If you are passionate about driving service quality, incident efficiency, and operational maturity in high-uptime environments, this is your opportunity to make a global impact.

What You Get To Do:

• Lead major incident coordination, stakeholder communication, and workflow quality assurance across global teams.
• Drive the end-to-end problem management lifecycle, including structured root cause analyses, KEDB maintenance, and SLA compliance.
• Design, implement, and continuously refine ITSM processes, playbooks, and service documentation.
• Define and track performance metrics such as MTTR, repeat incident rate, and RCA SLA across the ITSM domain.
• Collaborate on tooling enhancements, including automation, dashboards, and configuration of platforms like Jira Service Management.
• Prepare monthly service health reports for leadership, surfacing trends, risks, and continuous service improvement outcomes.
• Champion shift-left strategies and scalable support models, including self-service and automation.

Requirements

What It Takes To Succeed:

• Proven ability to operate with high independence across service management domains, shaping frameworks and setting standards for incident, problem, and reporting practices.
• Strong problem-solving skills, using structured techniques like 5 Whys and Fishbone analysis to address systemic issues.
• Ability to work cross-functionally with engineering, support, product, and executive stakeholders while influencing process adherence and tooling standards.
• Exceptional communication and documentation skills, including writing executive-level reports.

Education & Experience:

• 4-6+ years in IT service delivery, operations, or ITSM domains within uptime-sensitive environments.
• Proven experience with Jira Service Management, Confluence, Slack, and monitoring platforms.
• Strong background in Incident and Problem Management, including RCA facilitation and service tooling.
• ITIL Foundation certification preferred.
• Experience in fintech, SaaS, or 24/7 operational models is advantageous.

What You Can Look Forward To:

At Paymentology, it’s not just about building great payment technology, it’s about building a company where people feel they belong and their work matters. You’ll be part of a diverse, global team that’s genuinely committed to making a positive impact through what we do. Whether you’re working across time zones or getting involved in initiatives that support local communities, you’ll find real purpose in your work – and the freedom to grow in a supportive, forward-thinking environment.