At a Glance
- Tasks: Lead shift operations and manage incidents in a fast-paced environment.
- Company: Edenred PayTech, a leader in seamless payment technology.
- Benefits: Competitive salary, hybrid work, 25 days leave, and wellness programmes.
- Other info: Opportunities for career growth in various management roles.
- Why this job: Make a real impact in service operations and enhance client satisfaction.
- Qualifications: Experience in IT Service Operations and strong incident management skills.
The predicted salary is between 43200 - 43200 € per year.
At Edenred PayTech, we power the technology behind seamless payments, trusted financial services, and always-on digital experiences. Our platforms support millions of users globally — and keeping them stable, resilient, and high-performing is critical to our success. We’re now looking for a Shift Lead - Service Operations to help us deliver exceptional service availability in a fast-paced, follow-the-sun operational environment. This is a key role at the heart of our 24/7 service model, ensuring incidents are managed effectively, SLAs are protected, and our clients receive the high-quality service they expect from Edenred PayTech.
Your Impact
- Lead shift operations, ensuring incidents, requests, and changes are prioritised and managed effectively
- Coordinate Major Incidents, driving swift service restoration and clear communication throughout
- Manage and triage Jira Service Management tickets (CSD, CM, Incident), ensuring accurate updates and SLA compliance
- Maintain ticket quality, monitor queues, and handle escalations with professionalism
- Support Change, Release, and platform activities, including upgrades and planned work
- Deliver structured, high-quality shift handovers to global teams
- Identify risks and opportunities, contributing to continuous improvement across Service Operations
What Excellent Looks Like
- Consistent SLA achievement
- Stable, reliable platform performance
- Effective Major Incident coordination
- Clear, timely, and confident communication
- Strong client satisfaction and trust
What You Bring
- Experience in IT Service Operations or a similar shift-based leadership role
- Strong incident management capability and structured problem-solving skills
- Hands-on experience with:
- Jira Service Management (CSD, CM, Incident)
- AppDynamics or Dynatrace
- Citrix
- SQL (queries)
- Unix/Linux fundamentals
- Confluence
- Ability to communicate confidently with both technical and non-technical audiences
- Degree or equivalent technical experience
Who You Are
You thrive in high-pressure environments and bring calm, structure, and clarity when it matters most. You’re client-focused, proactive, and collaborative — someone who takes ownership, spots opportunities to improve, and leads by example.
Your Growth at Edenred PayTech
We believe in developing our people. This role offers clear progression pathways into:
- Shift & Incident Management
- Service Operations Management
- Major Incident Management
- Service Reliability or Platform Engineering
What You Will Get
- 25 days annual leave plus Bank Holidays
- Hybrid working environment with 3 days per week in the office
- Income protection
- Life insurance (4x salary)
- Wellbeing Employee Assistance Program (extended access to family members)
- Employee discount shopping platform
- Digital learning platform
- Complimentary fruit and other ‘in office’ snacks & refreshments
- Volunteering programme
- Social events
- Pension Scheme - employer 6% with minimum employee contribution 3%
- Discretionary bonus scheme based on company and personal performance
- Holiday trading scheme (buy or sell up to 5 days)
- Medical & international travel cover (leisure and action sports)
- Employee referral bonus scheme
- Season ticket loan
- Cycle to Work scheme
Diversity
Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local law.
Shift and incident Lead in Swindon employer: hackajob
Edenred PayTech is an exceptional employer that prioritises employee growth and well-being, offering a hybrid working environment in Swindon. With a strong focus on professional development, employees can progress into various management roles while enjoying a comprehensive benefits package that includes generous leave, income protection, and a vibrant work culture that fosters collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Shift and incident Lead in Swindon
✨Tip Number 1
Get to know the company inside out! Research Edenred PayTech, their values, and their services. This way, when you get that interview, you can show them you’re not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your incident management skills! Think of real-life scenarios where you’ve had to handle incidents or lead a team under pressure. Be ready to share these experiences during your interview to demonstrate your capability in a high-stakes environment.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which can really boost your chances of landing that role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Edenred PayTech 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 speaks directly to the Shift Lead role. Highlight your experience in IT Service Operations and any relevant skills like incident management or Jira Service Management. We want to see how you fit into our fast-paced environment!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your leadership style and how you handle high-pressure situations. Let us know why you're passionate about delivering exceptional service and how you can contribute to our team.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've effectively managed incidents or improved processes in previous roles. We love seeing structured problem-solving in action, so don’t hold back on those success stories!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Good luck!
How to prepare for a job interview at hackajob
✨Know Your Stuff
Make sure you brush up on your IT Service Operations knowledge, especially around incident management and tools like Jira Service Management. Familiarise yourself with the specific technologies mentioned in the job description, such as AppDynamics or Dynatrace, so you can speak confidently about your experience.
✨Showcase Your Leadership Skills
As a Shift Lead, you'll need to demonstrate your ability to lead under pressure. Prepare examples from your past experiences where you've successfully managed incidents or led a team through challenging situations. Highlight your calmness and structured approach during high-pressure scenarios.
✨Communicate Clearly
Since this role involves liaising with both technical and non-technical audiences, practice explaining complex concepts in simple terms. During the interview, focus on clear and confident communication, showcasing your ability to bridge the gap between different stakeholders.
✨Emphasise Continuous Improvement
Edenred PayTech values innovation and improvement. Be ready to discuss how you've identified risks and opportunities for improvement in previous roles. Share specific examples of how your proactive approach has led to better service delivery or operational efficiency.
