Europe, Middle East and AfricaAt Mangopay, our mission is to power the payment infrastructure and payment operations of the world's biggest and most exciting marketplaces & platforms.Europe, Middle East and Africa

Europe, Middle East and AfricaWe provide marketplaces and platforms with powerful modular payment and regulatory solutions. Since 2013, we have enabled the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms such as Vinted, Rakuten, Chrono24, La Redoute, Wallapop and over 2,500+ more.Europe, Middle East and Africa

Europe, Middle East and AfricaOur team of 400+ is spread across Europe, with offices in Berlin, Dublin, Luxembourg, London, Madrid, Paris, and Warsaw. In an environment where marketplaces and fintech ventures are thriving, we're actively seeking exceptional individuals to tackle the challenges in our field and contribute to our growth. Our commitment to diversity is unwavering, and we are dedicated to promoting employee well-being, inclusivity, and equal opportunities. Joining Mangopay means you’ll be part of a dynamic, flexible, and rapidly growing team.Europe, Middle East and Africa

Europe, Middle East and AfricaJob DescriptionEurope, Middle East and Africa

Europe, Middle East and AfricaTo support the growth of our business and work on the exciting projects on our roadmap, the MANGOPAY teams are looking for a Senior Event Manager to strengthen the ITIL Management team.Europe, Middle East and Africa

Europe, Middle East and AfricaUnder the supervision of the Chief Growth Officer, you will be working closely with the Support, CSM, Product, Development and Operational teams.Europe, Middle East and Africa

Europe, Middle East and AfricaWhat you'll be doing:Europe, Middle East and Africa

Europe, Middle East and AfricaAs an Event Manager, you will be responsible for the smooth running and management of financial and operational incidents and the follow up to a final resolution. You will ensure service level agreements are met in support of clients' and company's mission-critical business requirements..Working closely with all the internal teams but also with the IT incident manager, your main responsibilities will be:Europe, Middle East and Africa

• Europe, Middle East and AfricaTriage alerts and alarms to assess the proper escalation path. Invoke the proper path and monitor the incident to completion.Europe, Middle East and Africa
• Europe, Middle East and AfricaManage the communication of incidents and their reporting to internal teams and our end customers.Europe, Middle East and Africa
• Europe, Middle East and AfricaOrganize, coordinate, and lead crisis meetings with the various teams and service providers to ensure that incidents and their impact are resolved.Europe, Middle East and Africa
• Europe, Middle East and AfricaActively participate in the continuous improvement of incident management processes and their proactive detection.Europe, Middle East and Africa
• Europe, Middle East and AfricaContinuous improvement of monitoring alerts to ensure proactivity and maintain the quality of our services.Europe, Middle East and Africa
• Europe, Middle East and AfricaEnsuring that the level of performance obtained matches the level of performance defined in the internal SLOs and external SLAs.Europe, Middle East and Africa
• Europe, Middle East and AfricaAnswering audit questions concerning scope of incident managementEurope, Middle East and Africa
• Europe, Middle East and AfricaOrganizing and leading the monthly incident management committee, the purpose of which is to share KPIs and the team's roadmap.Europe, Middle East and Africa
• Europe, Middle East and AfricaHelping to improve the ITSM tool (currently using JIRA Service Management)Europe, Middle East and Africa
• Europe, Middle East and AfricaOngoing training of internal teams in ITIL processesEurope, Middle East and Africa
• Europe, Middle East and AfricaSPOC of all our external suppliersEurope, Middle East and Africa
• Europe, Middle East and AfricaPost-mortem supervisor and contributorEurope, Middle East and Africa
• Europe, Middle East and AfricaEnsuring the continuous improvement of problem management processesEurope, Middle East and Africa
• Europe, Middle East and AfricaRegular backlog monitoring and reviewEurope, Middle East and Africa
• Europe, Middle East and AfricaOrganizing and leading the monthly Problem management committee, the purpose of which is to share KPIs and the team's roadmap.Europe, Middle East and Africa
  
  
  

Europe, Middle East and AfricaTech stack :Europe, Middle East and Africa

• Europe, Middle East and AfricaMonitoring - Currently Grafana, Kibana, Elastalert, Zabbix. Future plans for Datadog/Splunk, CloudWatch, etc.Europe, Middle East and Africa
• Europe, Middle East and AfricaJiraEurope, Middle East and Africa
• Europe, Middle East and AfricaBasic knowledge payment flowEurope, Middle East and Africa
• Europe, Middle East and AfricaKnowledge on AWS Infrastructure & Cloud services; how the console works and where to look for problems.Europe, Middle East and Africa
• Europe, Middle East and AfricaApplications run on .NET and JavaEurope, Middle East and Africa
  
  
  

Europe, Middle East and AfricaSkills required:Europe, Middle East and Africa

• Europe, Middle East and AfricaAt least 5 years' experience as an Incident & Problem Manager in a production or DevOps environment.Europe, Middle East and Africa
• Europe, Middle East and AfricaGood analytical skills, synthesis and writing skills.Good knowledge of collaborative working and/or project management tools (e.g. Notion, Confluence, Asana). Very good organization, rigor and autonomy.Europe, Middle East and Africa
• Europe, Middle East and AfricaExcellent communication skills, good interpersonal skills, diplomacy and the ability to adapt to different people.Europe, Middle East and Africa
• Europe, Middle East and AfricaSound Knowledge of IT service management Process and ITIL methodologyEurope, Middle East and Africa
• Europe, Middle East and AfricaGood ability to understand the technical topics, IT systems, software and programming languages (SQL and Java) and to turn them into non-technical reportsEurope, Middle East and Africa
• Europe, Middle East and AfricaGood knowledge of ticketing tools such as Jira, Intercom, Zendesk, Salesforce... is a plusEurope, Middle East and Africa
• Europe, Middle East and AfricaFluency in English.Europe, Middle East and Africa
• Europe, Middle East and AfricaResponsiveness, very good stress management skills and an ability to stand back.Europe, Middle East and Africa
  
  
  

Europe, Middle East and AfricaNice to have:Europe, Middle East and Africa

• Europe, Middle East and AfricaWith experience in banking and/or fintech and/or e-commerce.Europe, Middle East and Africa
• Europe, Middle East and AfricaKnowledge of banking regulations and standards (DSPx, PCI DSS, AM)Europe, Middle East and Africa
  
  
  

Europe, Middle East and AfricaAdditional InformationEurope, Middle East and Africa

Europe, Middle East and AfricaInterview process:Europe, Middle East and Africa

• Europe, Middle East and AfricaHR CallEurope, Middle East and Africa
• Europe, Middle East and AfricaInterview with Hiring ManagerEurope, Middle East and Africa
• Europe, Middle East and AfricaTeam Interview with VPsEurope, Middle East and Africa
• Europe, Middle East and AfricaInterview with CTOEurope, Middle East and Africa
• Europe, Middle East and AfricaTechnical testEurope, Middle East and Africa
  
  
  

Europe, Middle East and AfricaWe care about equal employment opportunities, so all qualified applicants will receive equal consideration regardless of their race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.Europe, Middle East and AfricaEurope, Middle East and Africa