Shift & Incident Lead

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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.

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