Shift & Incident Lead
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Job Summary
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 globalcompany that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.
Shift & Incident Lead
Location: Hybrid (Swindon or London)
Contract Type: Permanent
Hours: Shift-based (including evenings weekends and bank holidays)
Industry: Fintech Payments Regulated Technology
Salary - Competeive Shift 20% allowance
About Edenred PayTech
Edenred PayTech is a leading provider of secure compliant and innovative payment solutions. As part of the global Edenred Group we combine deep regulatory expertise with cutting edge technology to deliver embedded finance capabilities across the UK and beyond. Our teams operate in a fast-paced mission critical environment where resilience clarity and collaboration are key.
The Role
We are seeking a Shift & Incident Lead to oversee live service operations during assigned shifts. This role is pivotal in maintaining service stability managing incidents and ensuring effective communication across technical and business teams. You will act as the senior point of contact for all live incidents coordinating resolution efforts and driving continuous improvement in operational processes in the absence of the shift and incident manager.
Key Responsibilities
- Lead the shift team ensuring operational readiness and clear accountability during live service hours.
- Own the end-to-end incident lifecycle including triage escalation resolution and post-incident analysis.
- Act as the primary incident commander during major events coordinating across engineering product and third-party vendors.
- Deliver timely and accurate incident communications to internal stakeholders including senior leadership.
- Maintain high standards of documentation including shift handovers incident logs and root cause reports.
- Support change and release activities ensuring risk is assessed and rollback plans are in place.
- Champion operational excellence by identifying process gaps and contributing to service improvement initiatives.
Skills & Experience Required
- Proven experience in a 24/7 operations NOC or incident management role ideally within fintech payments or regulated technology.
- Strong understanding of ITIL principles and incident management frameworks.
- Familiarity with service management tools such as ServiceNow Jira or equivalent.
- Excellent communication skills with the ability to remain calm and decisive under pressure.
- Experience leading technical teams in a shift-based environment.
- A proactive mindset with a focus on resilience root cause analysis and continuous improvement.
- Ability to interpret technical issues and translate them into clear business impact statements.
What We Offer
- A collaborative hybrid working environment with real ownership and impact.
- Competitive salary and benefits package including private healthcare generous annual leave and professional development support.
- The opportunity to work at the forefront of embedded finance and contribute to a high-growth regulated fintech.
Apply now and Vibe with Us!
Key Skills
- Quality Analysis
- Facility
- ISO
- Inventory Levels
- Root cause Analysis
- Shift operations
- General Maintenance
- Daily Operations
- Supervision
- Analysis
- PLC
- Safety Standards
- Quality Standards
- Time management skills
- Troubleshooting
About Company
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