Manager of IT Business Relationship Management ensuring quality engagement between business stakeholders and IT. Responsible for leading and developing a high - performance team and driving strategic initiatives.
About the role
- Problem Manager ensuring operational reliability for Vivid’s financial app through incident management and structured support processes. Collaborating with teams to resolve complex production issues efficiently.
Responsibilities
- Act as incident commander for assigned incidents: coordinate resolution, communication, and timelines across teams
- Provide 3rd-line support by conducting deep-dive investigations for escalations requiring strong technical troubleshooting
- Maintain accurate records of problems and known errors, ensuring timely and high-quality root cause analyses (RCA)
- Translate RCAs into actionable remediation tasks, agree priorities with stakeholders and track execution through to verification
- Improve monitoring and alerting: tune Grafana/Kibana/Sentry signals and PagerDuty routing to reduce alert fatigue and catch regressions earlier
- Create and maintain operational runbooks and known-issues articles to improve support and incident response speed
Requirements
- 1+ year experience in incident management, production support, or tech support
- Comfortable working in Jira-based workflows, with experience coordinating work across multiple stakeholders
- Hands-on experience with observability tools, such as Kibana/ELK, Grafana, and Sentry; familiarity with PagerDuty is a strong plus
- SQL proficiency: ability to write and optimise queries using SELECT, JOIN, and GROUP BY
- Basic programming literacy: write simple scripts and work with HTTP and JSON
- Good practical understanding of web fundamentals and where failures typically occur
- Clear communication and structured thinking; able to operate with incomplete information and drive closure
- Confident written and reading proficiency in English for technical documentation
- Awareness of compliance requirements in fintech environments (PCI DSS, SOC 2, DORA)
Benefits
- Competitive salary and benefits package (depending on location)
- Real growth prospects
- Significant responsibility
- Ability to make an immediate impact from day one
- Enhance your expertise and shape the future of FinTech
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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