Shift & Incident Lead

GFL Environmental Inc.; Swindon; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

Una empresa de tecnología financiera busca un/a Shift & Incident Lead que oversee las operaciones de servicio durante turnos asignados. Este rol es clave para mantener la estabilidad del servicio y gestionar incidentes. Se requiere experiencia en operaciones 24/7 y un sólido entendimiento de los principios ITIL. La naturaleza híbrida del trabajo ofrece un entorno colaborativo y oportunidades de desarrollo profesional.

Benefits

Paquete de beneficios competitivo

Seguro de salud privado

Desarrollo profesional

Qualifications

• Experiencia previa en un rol de gestión de incidentes o NOC.
• Capacidad para interpretar problemas técnicos y comunicar sus impactos.
• Actitud proactiva y de mejora continua.

Responsibilities

• Dirigir el equipo de turno para asegurar la preparación operativa.
• Gestionar el ciclo de vida de los incidentes de extremo a extremo.
• Actuar como comandante principal durante eventos importantes.

Skills

Experiencia en operaciones 24/7

Conocimientos en principios ITIL

Habilidades de comunicación

Liderazgo en equipos técnicos

Análisis de causa raíz

Tools

ServiceNow

Jira

Job description

Shift & Incident Lead page is loaded## Shift & Incident Leadlocations: United Kingdom - Swindontime type: A tiempo completoposted on: Publicado hoyjob requisition id: JR017515Dé un paso adelante y deje que Edenred le sorprenda.Cada día, ofrecemos soluciones innovadoras para mejorar la vida de millones de personas, conectando a empleados, empresas y comerciantes de todo el mundo.Sabemos que hay cientos de formas de que crezcas. Con nosotros, ampliarás tus habilidades en un entorno multicultural, desafiante y dinámico.**Atrévase a unirse a Edenred y prepárese para prosperar en una empresa global que le ofrecerá un sinfín de oportunidades.**En Edenred todo gira en torno a la meritocracia. Vienes como eres y contribuyes. De hecho, el Grupo Edenred reconoce, contrata y desarrolla todos los talentos y singularidades.Nos comprometemos a evitar toda forma de discriminación y a ofrecer a todos nuestros candidatos igualdad de oportunidades independientemente de su sexo y expresión de género, discapacidad, origen, creencias religiosas y orientación sexual o cualquier otro criterio.**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** - Competeive + 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!**[](blob:https://wd3.myworkdaysite.com/c8f5dcd1-0233-4d5c-a423-1f2e77416c05)0:00 / 0:26