Real Time Monitoring, Incident Manager

This is a fully remote position, open to applicants in Belgium, +3 more countries.

📋 Description

• Lead and expand the 24x7 Real Time Monitoring & Incident Management team.

• Develop, mentor, and structure team roles, sustainable rotations, and on-call coverage.

• Serve as deputy to the Head of Monitoring and Customer Support.

• Collaborate on operational support strategy, budget planning, capacity forecasting, and platform roadmap assessments.

• Design and guide monitoring and detection across applications, cloud infrastructure, networks, data flows, APIs, and essential payment transactions.

• Manage P1/P2 incident responses and coordinate engineering teams and banking personnel.

• Lead crisis war rooms and oversee communications during and after business hours.

• Supervise payment and security incident management, classification, and reporting in accordance with DORA.

• Conduct root cause analyses and post-mortems, ensuring tracking of remediation actions to completion.

• Enhance alerting thresholds, automate operational workflows, and integrate monitoring services into the service catalog.

• Establish and report on operational KPIs including MTTA, MTTR, SLA/SLO adherence, capacity, and platform availability.

• Report directly to the Head of Monitoring and Customer Support.

⛳️ Requirements

• 10+ years of professional experience in IT operations, technical support, or monitoring.

• A minimum of 5 years of experience in financial services, fintech, or payment systems.

• 5+ years of experience in a leadership role.

• Demonstrated capability to build, lead, and maintain high-performing 24x7 operational teams.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Proficient in English (CEFR C1 or C2).

• Proficiency in French, German, Dutch, or another European language is an advantage.

• Ability to excel in a remote-first, multicultural European environment.

• Proven leadership in managing major incidents for critical P1/P2 situations, including out-of-hours escalations and executive stakeholder communications.

• Advanced expertise in monitoring across cloud micro-services, networks, APIs, and schedulers.

• Practical knowledge of ITIL problem management, including blameless post-mortems, corrective actions, and operational KPIs.

• Familiarity with DORA and regulatory standards for payment and security incident reporting (preferred).

• ITIL or PMP certifications and hands-on experience with Datadog, PagerDuty, Jira, or ServiceNow (preferred).

• Availability for on-call duties and out-of-hours major incident escalations.

🏝️ Benefits

• Remote-first culture with quarterly and annual all-staff in-person gatherings.

• Opportunity to work from another EU country for up to 3 months each year.

• Competitive compensation package that includes salary and performance-related bonuses.

• Comprehensive benefits program.

• Multicultural European company environment.

• Learning & development budget: €5,000 training budget per year.