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Real Time Monitoring & Incident Manager – Remote-First

European Payments Initiative (EPI)
Contract type
Ongoing
Work mode
Remote · Europe
Experience
Lead / principal · 10+ years

Job description

Lead the Real Time Monitoring & Incident Management team within EPI's Operations and Service Delivery department, acting as deputy to the Head of Monitoring and Customer Support and owning 24x7 monitoring and major incident response for the Wero instant payment platform.

At a glance

Work mode
Remote · Europe
Languages
English – fluent

What you'll do

  • Lead 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
  • Act as Deputy to Head of Support: partner on operational support strategy, budget planning, capacity forecasting, and platform roadmap reviews
  • Own end-to-end monitoring & detection: architect and steer the monitoring strategy across applications, cloud infrastructure, network, data flows, APIs, and business-critical payment transactions
  • Command 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
  • Ensure regulatory compliance under DORA: oversee payment and security incident management, classification, and reporting in strict compliance with the Digital Operational Resilience Act (DORA)
  • Enforce 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
  • Drive industrialization and automation: optimize alerting thresholds to eliminate noise, automate operational workflows, and integrate monitoring services into the service catalogue
  • Steer executive reporting & KPIs: establish and report on operational KPIs (MTTA, MTTR, SLA/SLO adherence, capacity, platform availability) for senior leadership and production committees

What we're looking for

  • +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)
  • Proven ability to thrive in a remote-first, multicultural European environment
  • Major incident leadership: proven composure and track record managing critical P1/P2 incidents under pressure, including out-of-hours escalations and executive stakeholder communication
  • Advanced monitoring expertise: in-depth experience designing alert thresholds and monitoring complex distributed environments (cloud micro-services, networks, APIs, schedulers)
  • ITIL problem management: practical expertise running blameless post-mortems, driving corrective actions, and establishing operational KPIs

Nice to have

  • French, German, Dutch, or another European language is an asset
  • 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

Your team

Real Time Monitoring & Incident Management team, Operations and Service Delivery (OSD) department

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.

Benefits

  • Remote-first culture with quarterly and annual all-staff in-person meetups to keep teams connected and collaborative
  • Possibility to work from another EU country for up to 3 months per year
  • Competitive

How to get hired

  1. 1A first call with our recruiter Loïc Lebescond (45 min)
  2. 2A job-specific skills & technical interview with Amanbir Singh (Hiring Manager) and Marvin Lankenau (Relevant Expert) (60 min)
  3. 3A culture interview with Gerry Pelgrims, our COO (60 min)
  4. 4Hopefully, an offer you can't refuse!

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About European Payments Initiative (EPI)

Be part of a movement to change the way Europe pays

The European Payments Initiative is building Wero, a European digital wallet for online, in-store, at-home and cross-border payments.

Mission

To make payments easier, clearer and more secure across Europe with Wero, a proudly European digital wallet, with money and data protected under European laws and regulations.

Key facts

  • Wero is a European digital wallet
  • Operates a mission-critical, high-volume instant payment infrastructure
  • Remote-first culture with in-person meetings at least once a quarter