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Senior Manager – Real Time Monitoring, Incident Management
EPI Company. Develop, coach, and organize the Real Time Monitoring & Incident Management team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT operations and incident management, with a strong focus on leading high-performing teams in a remote-first environment. Proficient in architecting monitoring strategies and managing critical incidents while ensuring compliance with regulatory standards such as DORA.
Highest-signal resume keywords
IT Operations ManagementIncident ManagementTeam LeadershipRegulatory Compliance (DORA)Monitoring Strategy Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ResponseRoot Cause AnalysisOperational KPI ReportingAlert Threshold DesignCloud Infrastructure MonitoringAPI MonitoringPayment Systems ManagementData Flow MonitoringCrisis ManagementPost-Mortem Analysis
Soft Skills
Communication Under PressureCoachingCollaborationCrisis LeadershipMulticultural Team Management
Tools & Technologies
DatadogPagerDutyJiraServiceNow
Certifications & Qualifications
ITILPMP
Industry Keywords
Financial ServicesFintechPayment SystemsOperational Support StrategyCapacity Forecasting
Tech Stack
Tools & technologiesCloudPMPServiceNow
About the role
Key responsibilities & impact- Develop, coach, and organize the Real Time Monitoring & Incident Management team
- Structure roles, sustainable rotations, and on-call coverage
- Partner with the Head of Support on operational support strategy, budget planning, capacity forecasting, and platform roadmap reviews
- Architect and steer monitoring strategy across applications, cloud infrastructure, networks, data flows, APIs, and business-critical payment transactions
- Direct P1/P2 incident responses and 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 under DORA
- Deliver root cause analyses and post-mortems and track remediation actions to completion
- Optimize alerting thresholds, automate operational workflows, and integrate monitoring services into the service catalogue
- Establish and report operational KPIs including MTTA, MTTR, SLA/SLO adherence, capacity, and platform availability
- Act as deputy to the Head of Monitoring and Customer Support
- Report directly to the Head of Monitoring and Customer Support
Requirements
What you’ll need- 10+ years of professional experience in IT operations, technical support, or monitoring
- At least 5 years of experience in financial services, fintech, or payment systems
- 5+ years of experience in a people management role
- Proven ability to build, lead, and retain high-performing 24x7 operational teams
- 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
- 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, including cloud micro-services, networks, APIs, and 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
- ITIL or PMP certifications and hands-on administrative familiarity with Datadog, PagerDuty, Jira, or ServiceNow are nice to have
- French, German, Dutch, or another European language is an asset
Benefits
Comp & perks- Remote-first culture with quarterly and annual all-staff in-person meetups
- Possibility to work from another EU country for up to 3 months per year
- Competitive compensation package featuring salary and performance-based bonus
- High-quality benefits program
- Learning & development budget of €5,000 training budget per year
- Opportunity to be part of a multicultural European company