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For Companies At a Glance
- Tasks: Lead live service operations and manage incidents in a fast-paced environment.
- Company: Edenred PayTech, a leader in innovative payment solutions.
- Benefits: Full-time role with opportunities for growth and development.
- Why this job: Be the key player in ensuring service stability and driving improvements.
- Qualifications: Experience in 24/7 operations and strong communication skills required.
- Other info: Join a dynamic team focused on resilience and operational excellence.
The predicted salary is between 36000 - 60000 £ per year.
About the Company
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.
About 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.
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.
Qualifications
- 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.
Required Skills
- 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.
Preferred Skills
- Experience leading technical teams in a shift‑based environment.
- A proactive mindset with a focus on resilience, root‑cause analysis, and continuous improvement.
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Shift and Incident Lead in Swindon employer: Edenred PayTech
Contact Detail:
Edenred PayTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Shift and Incident Lead in Swindon
✨Tip Number 1
Network like a pro! Reach out to folks in the fintech and payments space, especially those who work at Edenred PayTech. A friendly chat can open doors and give you insider info about the company culture and what they really value.
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL principles and incident management frameworks. We want you to show off your knowledge and experience, so think of examples where you've led teams or managed incidents effectively.
✨Tip Number 3
Practice your communication skills! As a Shift & Incident Lead, you'll need to convey complex technical issues clearly. Try explaining some past incidents to a friend or family member to ensure you can break it down simply.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Shift and Incident Lead in Swindon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Shift and Incident Lead. Highlight your experience in 24/7 operations and incident management, especially in fintech or regulated tech. We want to see how your skills align with our mission-critical environment!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams during incidents and improved operational processes. We love a good story that showcases your skills!
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to convey complex information clearly. Whether it's in your CV or cover letter, demonstrate how you've effectively communicated during high-pressure situations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Edenred PayTech!
How to prepare for a job interview at Edenred PayTech
✨Know Your Incident Management Frameworks
Make sure you brush up on ITIL principles and incident management frameworks before the interview. Being able to discuss how you've applied these in past roles will show that you understand the core of what the Shift and Incident Lead position entails.
✨Demonstrate Your Communication Skills
Since this role requires excellent communication, prepare examples of how you've effectively communicated during high-pressure situations. Think about times when you had to relay complex technical issues to non-technical stakeholders and how you ensured clarity.
✨Showcase Your Leadership Experience
Be ready to talk about your experience leading technical teams, especially in a shift-based environment. Highlight specific instances where you coordinated incident responses or drove continuous improvement initiatives, as this will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills under pressure. Practice articulating your thought process for managing incidents from triage to resolution, and be prepared to discuss how you would handle potential challenges in real-time.