Shift and Incident Manager Swindon, Wiltshire, South West England, England
Edenred
Full Time
Swindon, Wiltshire, South West England, England
10.56 - 12.04 GBP Today
Job description
Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred PayTech are now hiring for a Shift and Incident Manager to join our dynamic Operations team.
Your role will be to lead a team that monitors systems and act as a rapid response service, providing a professional and highly engaged, technical service. You will ensure all clients and systems are optimised and updated during the most convenient times to maintain BAU function.
You will excel in this role if you are able to enthusiastically overcome hurdles, quickly adjust to changing priorities, and remain light-hearted while working in a fast-paced, high-pressured, financial environment.
What you will be doing:
- Lead a team of 1st and 2nd Line Technical Support Analysts >12, responsible for pastoral care and ensuring best practice and professional service is maintained to meet, and exceed, our client’s expectations.
- Support and develop your shift team to achieve the highest level of technical expertise and client satisfaction.
- Assess and build action/development plans for current & future technologies to succeed in Service Delivery.
- Optimise Support tickets/workflows in line with Support Standards and Procedures to deliver a high and consistence performance from you and your team, whilst adhering to the client’s SLA.
- Lead during Major Incidents, when on shift, delivering a systematic and measured approach during all serious incidents, focusing on coordination, communication, facilitation & collaboration.
- Ensuring successful monitoring of all Platforms and operational tools, in the pursuit of maximum up-time/availability in line with the agreed SLA’s.
- Proactively identify any potential disruptions and take preventative actions to protect the client from any disruption.
- Manage client escalations during shift, as well as ensure your entire team regularly communicates on all issues and live tickets.
- Ensuring ownership is paramount for all tickets through to successful resolution, with a primary goal of identifying the Root Cause so that reported problems will not reoccur.
What we want from you:
- Demonstrable experience in leadership
- Demonstrable problem-solving and ownership skills
- Making data-based decisions
- SQL - experience in writing and using SQL queries
- Unix – Ability to navigate file systems and interrogate/edit files
- Experience in the definition and design of complex solutions
- Experience in building and selling business cases for complex projects
- Proven experience in client relationship management
- Proven ability to build high-performing teams
- Degree or equivalent experience in a computer science or scientific/technical discipline
Desirable knowledge/experience:
- AppDynamics
- Jira/Jira Service Desk
- Confluence
- Citrix
Why Edenred Paytech?
We are a subsidiary of the Edenred group and a Mastercard Principal Member, and an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and eWallet provisions. We work with various clients across Challenger Banking (Monese, Tide, Anytime, and more), Corporate Benefits (Fuel cards, restaurant tickets), and Retail and Travel services (Sainsbury’s, TUI, Argos).
As an Edenred Paytech employee, you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.
What you will get:
25 days annual leave plus Bank Holidays- Hybrid working environment with 3 days per week in the office (flexibility on role-by-role basis)
- Income protection
- Life insurance (4x salary)
- Wellbeing Employee Assistance Program (extended access to family members)
- Employee discount shopping platform
- Digital learning platform
- Complimentary fruit and other ‘in-office’ snacks & refreshments
- Volunteering program
- Social events
- Pension Scheme – employer 6% with minimum employee contribution 3%
- Discretionary bonus scheme based on company and personal performance
- Holiday trading scheme (buy or sell up to 5 days)
- Medical & international travel cover (leisure and action sports)
- Monthly gym allowance
- Employee referral bonus scheme
- Season ticket loan
- Cycle to Work scheme
Diversity:
Edenred UK and PPS are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.
Apply now and Vibe with Us!
