Technical Service Specialist

1 week ago


London, Greater London, United Kingdom Pay Limited Full time
Job Title: Technical Service Specialist

We are seeking a skilled Technical Service Specialist to join our team at Pay Limited in London. This is a permanent position that offers an estimated salary of £45,000 - £60,000 per annum, depending on experience.

In this role, you will assist the Fraud Service Manager with day-to-day service management activities, initial incident response, documentation, and on-call support for 24/7 P1 incidents. You will ensure the effective handling and resolution of high-priority issues.

This role is essential for providing first-level service support, assisting in incident management, monitoring SLAs, and ensuring accurate documentation. The on-call responsibilities for P1 incidents ensure that critical issues are managed promptly, contributing to service resilience and reliability.

Key Responsibilities:
  • Act as the first responder for incidents during regular working hours and as part of the on-call rota for 24/7 P1 incident management.
  • Log incidents accurately, perform initial impact analysis, and escalate complex or critical incidents as needed.
  • Participate in a scheduled on-call rota to provide 24/7 support for high-priority (P1) incidents.
  • Ensure rapid response and coordination for P1 incidents, communicating effectively with the Fraud Service Manager and relevant teams.
  • Monitor service performance against SLAs, KPIs, and OLAs, ensuring compliance and prompt escalation when thresholds are at risk.
  • Support proactive measures to maintain service availability and reliability.
  • Assist in generating detailed reports on service performance, incident trends, and areas for improvement.
  • Maintain comprehensive and up-to-date documentation, ensuring adherence to regulatory and company policies.
  • Contribute to risk assessment activities by documenting incidents and response actions.
  • Identify opportunities for process improvements based on incident learnings and service reviews.
  • Participate in post-incident analysis and contribute to the development of preventive measures.


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