Global Support Operations – Transformation Strategy Lead
Paymentology
full-time
Posted on:
Location Type: Remote
Location: Poland
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Job Level
About the role
- Provide strategic leadership, coaching, and direction to Platform Support Managers across key platforms, acting as a trusted partner and advisor.
- Own the global Support strategy execution roadmap, ensuring alignment with business objectives, SLAs, and platform reliability targets.
- Lead transformation initiatives that embed automation, predictive analytics, and self-service to reduce manual load and improve scalability across multi-cloud platforms.
- Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience.
- Own executive-grade reporting on platform health, operational performance, and service improvement initiatives, translating complex data into clear, actionable insights.
- Promote analytics and BI-driven decision-making across Support, championing a culture of continuous improvement and measurable outcomes.
- Influence tooling and workflow design to enhance visibility, incident routing, observability, and automation across multiple platforms and teams.
- Operate with high autonomy as a strategic partner to the Head of Customer Support, independently prioritising initiatives based on platform stability and customer impact.
- Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements.
Requirements
- Experience (8+ years) in Technical Support, Service Operations, or Support Strategy within high-availability or Fintech environments.
- Proven track record leading managers or multi-platform initiatives, influencing without direct authority and driving transformation at scale.
- Strong technical depth in complex, high-availability environments, with a solid understanding of platform stability, incident management, and observability.
- Advanced hands-on skills with Zendesk and Jira, including workflow design and optimisation for global support operations.
- High proficiency in BI dashboards, SQL, and analytics, using data to drive decisions, design metrics, and build predictive operational models.
- Familiarity with observability and monitoring tools, and how they integrate into support processes and incident management frameworks.
- Exceptional executive communication skills, with the ability to create and present clear, concise, executive-grade reporting and strategic recommendations.
- Strong stakeholder management and influencing skills across Support, Product, Engineering, and SRE/Observability teams.
- ITIL certification or equivalent service management framework knowledge is preferred.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportservice operationssupport strategyincident managementobservabilityworkflow designSQLpredictive analyticsdata-driven decision makingautomation
Soft Skills
strategic leadershipcoachinginfluencingstakeholder managementexecutive communicationcross-functional collaborationcontinuous improvementproblem-solvingautonomydata presentation
Certifications
ITIL certification