Operations Manager

Odmeňovanie

4 000 - 5 000 EUR/month

The remuneration package will be determined based on the candidate’s experience, skills, and overall fit for the role.

Information about the position

Job description, responsibilities and duties

As Operations Manager, you will play a key role in making sure our production services run reliably, and our customers always know where they stand when something goes wrong.

You will own the end-to-end incident and problem management lifecycle, oversee SLA performance and service request fulfilment, and coordinate communication between our customers and internal teams.

This is a process, coordination, and customer-focused role. You won't be expected to personally resolve every technical incident. Instead, you will make sure the right people are involved, actions are clear, deadlines are visible, and incidents and requests are driven through to resolution.

What you will do

• Own the incident management lifecycle end to end, tracking open incidents against agreed SLAs, coordinating technical owners and escalating issues before they become SLA breaches
• Lead problem management for recurring and major incidents, coordinating root-cause investigations, maintaining the problem register and following structural fixes through to closure
• Monitor SLA performance, maintain regular reporting for customers and internal stakeholders, and ensure breaches are properly followed up
• Act as a key point of contact for customer communication during incidents, providing clear, accurate and timely updates on progress and resolution
• Own the end-to-end handling of customer service requests, including access, configuration, data and standard changes, ensuring they are fulfilled within agreed timelines
• Ensure appropriate observability and monitoring coverage is in place across our production and acceptance environments, working with the teams responsible for implementation and maintenance
• Work closely with Release Management and Product teams to stay aligned on release schedules, upcoming changes and customer communication
• Track compliance and audit actions, including authorization requirements and actions related to frameworks such as DORA, NIS2 and SOC 2, ensuring agreed actions are followed through to closure
• Provide clear visibility into incidents, problems, requests and operational performance so that customers and internal stakeholders always understand the status, risks and next steps

About you

• You have experience in incident management, service management or IT operations, ideally within a regulated, SaaS or financial-services environment