Manager

• Ensure operational excellence across Paymentology’s service ecosystem and bridge reactive incident handling with proactive problem and process management
• 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

Incident and Problem Manager

Senior Client Quality Manager