Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team and experience to rapidly issue and process Mastercard, Visa and UnionPay cards across more than 60 countries, at scale.
Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.
The Problem Manager leads efforts to identify and resolve the root causes of major incidents, facilitating cross-functional teams collaboration to implement and track corrective actions. They ensure thorough root cause analysis, timely reporting, and effective collaboration with stakeholders. With a strong focus on root cause analysis, the Problem Manager ensures issues are thoroughly investigated and resolved to prevent repeat incidents.
What you get to do::
Root Cause Analysis:
Lead the root cause analysis (RCA) process following major incidents (P1 and P2), ensuring thorough investigations to determine underlying causes, identify remediations, and ensure problem management meets SLAs and user expectations.
Facilitate cross-functional team collaboration, driving the identification and resolution of problems by guiding technical experts toward corrective actions.
Ensure timely creation and progression of new problem tickets for recurring service issues until closure.
Ensure corrective actions, such as system upgrades or additional training, are properly defined, tracked, and completed within agreed timelines.
Collaboration and Stakeholder Management:
Work closely with the Incident Management team to ensure problems are properly identified, documented, and tracked following incident resolution.
Collaborate with internal teams to gather data, ensure alignment, and foster a culture of accountability in problem resolution.
Engage with senior management and key external stakeholders, ensuring timely updates and clear communication on problem status and resolution efforts.
Continuous Improvement and Process Enhancement:
Drive process improvements to reduce recurring incidents by analysing trends and identifying areas for improvement in incident and problem management practices.
Encourage cross-team learning by sharing insights and outcomes from problem investigations, contributing to a culture of continuous improvement.
Monitor and refine problem management tools, techniques, and metrics to enhance efficiency and effectiveness in resolving recurring service issues.
Reporting and Documentation:
Own the preparation and distribution of Root Cause Analysis reports, ensuring they are delivered on time and contain clear, actionable information.
Ensure the accurate documentation of problem tickets and corrective actions, maintaining transparency for all stakeholders.
Track the progress of corrective actions to closure, providing justifications and updates in case of delays.
Monitor key performance indicators (KPIs) related to problem resolution and corrective actions, ensuring alignment with service-level agreements (SLAs).
Requirements:
What it takes to succeed:
- 2+ years of demonstrable problem management experience for organisations that run mission critical applications or always-on SaaS environments.
- Experience in technical support roles and previous exposure to incident management processes.
- Domain expertise in problem management and root cause analysis, with a focus on identifying and resolving recurring technical, operational, security, and system issues.
- Familiarity with ITIL disciplines, particularly in Problem, Incident, and Change Management.
- Intermediate understanding of application development, application architectures, and applications deployed in cloud environments.
- Basic understanding of infrastructure, including physical, virtual, and container-based platforms.
- Familiarity with root cause analysis techniques such as Fishbone Diagrams and Kepner-Tregoe.
- Ability to convey complex technical details to senior stakeholders for real-time decision-making.
- Proven ability to lead and influence cross-functional teams in ambiguous situations, driving collaboration and solutions.
- Excellent task management skills with attention to detail, ensuring that corrective actions are tracked and completed on time.
- Reasoning skills to resolve ambiguous problems and drive to root cause.
- Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders.
- Ability to learn quickly.
- Self-motivated with the ability to work in a fast-moving environment.
What you can look forward to::
At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.
