Service Quality Manager - Fintech/ Crypto

Hey! Nice to see you!

Let’s share our stories to get to know each other a bit better…. We are business and technology enthusiasts who are constantly hungry for new challenges and self- and others-development. Nothing motivates us more than great software products and happy customers.

At Incubly, we believe that great people want to work with great people, so we started to build a company that will attract great minds and that we can achieve everything without feeling that we actually work but just having fun….

Our mission is to support tech companies, and startups (scaleups) mainly, in fast and high-quality scale-up of their teams and boost their product development, testing and deployment; so we can succeed together.

We are currently working with a French company which is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. It has a team of more than 400 professionals developing a variety of products and services to safeguard cryptocurrency assets, including worldwide leading hardware wallets.

As a Service Quality Manager,  you will join an international team responsible for engineering activities in a cloud-native environment. If you like to work with us, let us share our need for competencies.

Your daily responsibilities

• Act as the primary owner of the incident and problem management tickets(technical service availability and quality) including :

     ○ Timely status tracking

     ○ Coordination across diverse technical teams

     ○ Driving all incidents and problems to the final resolution

     ○ Communicating, driving and escalating selected incidents and problems

        which can create a major impact on the quality of the running services

• Participate in an on-call rotation for incident response.
• Investigate and replicate reported issues (if possible) to get confirmation on impact to the quality we are providing to our Customers. As well as to possibly gain insights into root causes.
• Leverage broad IT expertise to challenge and guide resolver tech teams, ensuring proper ownership and accountability.
• Manage incidents and problems originating from third-party partners/providers by actively engaging their support teams.
• Prepare clear, fact-based Root Cause Analysis (RCA) documentation using inputs from resolver tech teams and general knowledge of the services.
• Create actionable tickets based on RCA findings to drive continuous improvement.
• Track and measure key performance indicators related to incident and problem management.
• Contribute to the continuous improvement process in all the areas of the team’s operations.

We need you to have

• Foundational knowledge of blockchain and cryptocurrency technologies.
• Broad understanding of IT infrastructure, including AWS or other major cloud providers.
• Excellent communication skills for conveying issues and resolutions to technical and non-technical stakeholders.
• Proactive and independent in learning and searching for information.
• Strong troubleshooting abilities, intellectual curiosity, and an open-minded approach to problem-solving.
• Willingness to travel when requested.
• Adherence to methodologies, processes, and values of the organization.
• Focus on delivering consistent, reliable, and scalable outcomes.

Would be great if you have

• Prior experience with incident or problem management.
• Prior DevOps or SRE experience.

 Our Architecture and Technology Stack

• ITIL
• Jira, Confluence
• Blockchain
• AWS, Cloudflare
• Kubernetes, Docker
• Ansible, Terraform
• Git, GitHub
• Ubuntu
• TLS/SSL protocols
• Infrastructure as Code (IaC).

Our offer

In addition to great company and challenging projects, we can offer much, much more:

• Knowledge sharing within our company
• Agile and friendly atmosphere, non-violent communication and full respect for diversity
• Possibility to choose from onsite (in Lodz, Poland) or hybrid work (meetings from time to time in our office in Łódź city centre)
• Remuneration on B2B contract: 750-1.000 PLN net/day
• Possibility to engage not only technically, but also have an impact on the small company culture