Manager, Service Observability & Intelligence
Core
Manage operational excellence, performance, compliance, and continual improvement for Real-Time Payments Infrastructure services in a specific market, acting as the escalation point for critical incidents.
Role type
Manager, Service Observability & Intelligence
Builds
Safe, resilient, and reliable Real-Time Payments services for customers in regulated markets
Domain
Financial services / Real-Time Payments / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT Service Management, incident response, root cause analysis, risk assessment, SLA/OLA management, stakeholder governance, capacity forecasting, service change coordination
Preferred skills
Large-scale payment systems experience, high throughput API systems, ITIL qualification
Technologies
None explicitly stated
Responsibilities
Coordinate incident resolution and root cause analysis; oversee service performance adherence to SLAs; produce service reports and monitor usage trends; act as 24/7 escalation point for critical incidents; drive continual improvement plans and risk mitigation; govern service changes with internal and customer stakeholders
Seniority
Manager, hands-on leadership