Senior Manager – Real Time Monitoring, Incident Management

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

📋 Description

• Build, mentor, and lead the Real Time Monitoring & Incident Management team.

• Design roles, implement sustainable rotations, and establish on-call coverage.

• Collaborate with the Head of Support to develop operational support strategies, plan budgets, forecast capacity, and review platform roadmaps.

• Design and guide the monitoring strategy across applications, cloud infrastructure, networks, data flows, APIs, and critical payment transactions.

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

• Facilitate crisis war rooms and oversee communications during and outside of business hours.

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

• Provide root cause analyses and post-mortems while ensuring remediation actions are tracked 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 compliance, capacity, and platform availability.

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

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

⛳️ Requirements

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

• At least 5 years of experience in the financial services, fintech, or payment systems sectors.

• More than 5 years in a people management role.

• Demonstrated ability to build, lead, and maintain high-performing operational teams available 24/7.

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

• Proficient in English (CEFR C1 or C2).

• Proven ability to excel in a remote-first, multicultural European setting.

• Track record of managing critical P1/P2 incidents under pressure, including after-hours escalations and communication with executive stakeholders.

• Extensive experience in designing alert thresholds and monitoring complex distributed environments, such as cloud micro-services, networks, APIs, and schedulers.

• Practical knowledge of conducting blameless post-mortems, driving corrective actions, and setting operational KPIs.

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

• ITIL or PMP certifications and hands-on experience with Datadog, PagerDuty, Jira, or ServiceNow are advantageous.

• Proficiency in French, German, Dutch, or another European language is a plus.

🏝️ Benefits

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

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

• Competitive compensation package, including salary and performance-based bonuses.

• Comprehensive benefits program.

• Learning & development budget of €5,000 for training each year.

• Chance to be part of a multicultural European organization.