Real Time Monitoring & Incident Manager – Remote-First

EPI Company; Madrid; Híbrido; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Work from another EU country up to 3–6

€5,000 training budget per year

Descripción de la vacante

European Payments Initiative (EPI) is seeking a senior leader to head the Real Time Monitoring & Incident Management team within the Operations and Service Delivery department. You will own monitoring strategy, coordinate incident response, and drive operational excellence across a Europe-wide platform that underpins cross-border payments.

You will report to the Head of Monitoring and Customer Support and help shape 24x7 operations, on-call frameworks, and KPIs while aligning with DORA

Formación

• 10+ years of professional experience in IT operations, technical support, or monitoring.
• 5+ years in a people management role.
• Bachelor’s degree in Computer Science, IT, or related field.

Responsabilidades

• Lead the Real Time Monitoring & Incident Management team, including on-call rotations and escalation processes.
• Partner on operational support strategy, budgeting, capacity forecasting and platform roadmap reviews.
• Own end-to-end monitoring, detection across applications, cloud infrastructure, networks and APIs.

Conocimientos

Leadership & people management

IT operations

Monitoring & incident management

Remote collaboration

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Datadog

PagerDuty

Jira

ServiceNow

Databricks

Descripción del empleo

Be part of a movement to change the way Europe pays. 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?

We embrace a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and connection.

What's In It For You

• Eliminate alert fatigue: Frustrated by noisy alerts and reactive firefighting? Here, you have the mandate and modern tooling to architect an intelligent detection model that surfaces what truly matters.
• First line of defense for European payments: Protect a mission-critical, high-volume instant payment infrastructure, safeguarding the reliability and availability of Europe's payment sovereignty.
• Autonomous leadership & strategic impact: 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.

About The Team

You will join the Operations and Service Delivery (OSD) department as the leader of the Real Time Monitoring & Incident Management team. 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. You will report directly to Amanbir Singh, Head of Monitoring and Customer Support, acting as their deputy and strategic operational partner.

Your impact

• 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.

Technology stack

• Monitoring & Observability: Datadog
• Incident Management & Escalation: PagerDuty, Jira, ServiceNow
• Data Platform: Databricks
• Cloud & Infrastructure: AWS, Azure, REST APIs, CI/CD pipelines, Infrastructure as Code (IaC)

Requirements

Mandatory Company Must-haves

• +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

Job-specific Requirements

• 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.
• Regulatory understanding: Knowledge of DORA and regulatory standards for payment and security incident reporting (nice to have).
• Certifications & tooling: ITIL or PMP certifications, and hands-on administrative familiarity with Datadog, PagerDuty, Jira, or ServiceNow (nice to have).

Turn back if …

• You are looking for a standard 9-to-5 position without on-call responsibilities or out-of-hours major incident escalations.
• You only want to monitor basic infrastructure metrics (CPU/RAM) rather than taking end-to-end ownership of customer payment flows and member interactions.
• You expect fixed, pre-existing runbooks for every situation rather than having the autonomy to design, challenge, and continuously improve processes.

What We Can Offer

• 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 compensation package, featuring salary, performance-based bonus, and a thoughtfully designed, high-quality benefits program
• The opportunity to be part of a multicultural European company
• Learning & development budget: €5,000 training budget per year

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.