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- Tasks: Lead live service operations and manage incidents in a fast-paced fintech environment.
- Company: Join Edenred, a global leader in innovative payment solutions.
- Benefits: Enjoy competitive salary, private healthcare, and generous leave.
- Why this job: Make a real impact in a dynamic, multicultural team.
- Qualifications: Experience in incident management and strong communication skills required.
- Other info: Embrace a collaborative hybrid work culture with endless growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Locations: United Kingdom - Swindon
Time Type: Full time
Posted on: Posted Today
Job Requisition ID: JR015832
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.
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: Competitive + 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!
We are looking for new employees who will embrace the Edenred adventure with the same intensity and passion as we do. They will feel right at ease at Edenred because they like to push back the boundaries, try new things, constantly improve, win and grow. We need women and men who share our ambition, who are looking to perform, challenge us and themselves to move forward every day. We are looking for women and men who want to vibe with us.
Shift and incident Lead in Swindon employer: Edenred
Contact Detail:
Edenred 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 current or former employees at Edenred on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to incident management and operational excellence. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Show off your problem-solving skills during the interview. Think of specific incidents you've managed in the past and how you resolved them. This will demonstrate your ability to handle the fast-paced environment at Edenred.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Edenred team.
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 is tailored to the Shift and Incident Lead role. Highlight your experience in 24/7 operations and incident management, and don’t forget to mention any relevant tools like ServiceNow or Jira.
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 and managed incidents in high-pressure environments.
Showcase Your Communication Skills: Since communication is key in this role, make sure to demonstrate your ability to convey complex technical issues clearly. Use straightforward language and keep it professional yet approachable.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Edenred
✨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're not just familiar with the concepts, but that you can also implement them effectively.
✨Demonstrate Your Leadership Skills
As a Shift and Incident Lead, you'll need to lead teams under pressure. Prepare examples of how you've successfully managed teams during critical incidents. Highlight your ability to remain calm and decisive, as this is crucial for the role.
✨Communicate Clearly and Effectively
Practice articulating technical issues in a way that non-technical stakeholders can understand. This will be key in your role, especially when delivering incident communications. Use examples from your experience where you’ve had to bridge the gap between technical teams and business leaders.
✨Show Your Proactive Mindset
Edenred values continuous improvement, so come prepared with ideas on how you would identify process gaps and contribute to service improvements. Think about specific instances where you've implemented changes that led to better operational outcomes.