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About the Role
Protect a mission-critical, high-volume instant payment infrastructure, safeguarding the reliability and availability of Europe's payment sovereignty. 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.
Responsibilities
- 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.
- Partner on operational support strategy, budget planning, capacity forecasting, and platform roadmap reviews.
- Architect and steer the monitoring strategy across applications, cloud infrastructure, network, data flows, APIs, and business-critical payment transactions.
- Direct responses, 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 in strict compliance with the Digital Operational Resilience Act (DORA).
- Champion ITIL standards by delivering high-quality root cause analyses and post-mortems, tracking remediation actions to completion to prevent recurrence.
- Optimize alerting thresholds to eliminate noise, automate operational workflows, and integrate monitoring services into the service catalogue.
- Establish and report on operational KPIs (MTTA, MTTR, SLA/SLO adherence, capacity, platform availability) for senior leadership and production committees.
Requirements
- +10 years of professional experience in IT operations, technical support, or monitoring, including at least 5 years in financial services, fintech, or payment systems.
- +5 years of experience in a people management role, with a proven ability to build, lead, and retain high-performing 24x7 operational teams.
- A Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Fluent in English (CEFR C1 or C2); French, German, Dutch, or another European language is an asset.
- 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 (cloud micro-services, networks, APIs, 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 (nice to have).
- ITIL or PMP certifications, and hands-on administrative familiarity with Datadog, PagerDuty, Jira, or ServiceNow (nice to have).
Skills
- Datadog
- PagerDuty
- Jira
- ServiceNow
- AWS
- Azure
- REST APIs
- CI/CD pipelines
- Infrastructure as Code (IaC)
- ITIL
- PMP
Location
- Remote-first
Work Type
- Remote
- Full-time
Experience Level
- 10+ years of professional experience
- 5+ years in people management
Education Level
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience)
Benefits
- Competitive compensation package
- Performance-based bonus
- Thoughtfully designed, high-quality benefits program
- Learning & development budget: €5,000 training budget per year
About the Company
- In 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.
- The 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.
- Wero 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?
Equal Opportunity
- EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving.