Shift and incident Lead

Shift Lead – Service Operations

Edenred PayTech – Swindon, Hybrid

Salary - £43,200 * (inclusive of shift allowance) + Bonus

At Edenred PayTech, we power the technology behind seamless payments, trusted financial services, and always‑on digital experiences. Our platforms support millions of users globally — and keeping them stable, resilient, and high‑performing is critical to our success.

We’re now looking for a Shift Lead – Service Operations to help us deliver exceptional service availability in a fast‑paced, follow‑the‑sun operational environment. This is a key role at the heart of our 24/7 service model, ensuring incidents are managed effectively, SLAs are protected, and our clients receive the high‑quality service they expect from Edenred PayTech.

Your Impact:

• Lead shift operations, ensuring incidents, requests, and changes are prioritised and managed effectively

• Coordinate Major Incidents, driving swift service restoration and clear communication throughout

• Manage and triage Jira Service Management tickets (CSD, CM, Incident), ensuring accurate updates and SLA compliance

• Maintain ticket quality, monitor queues, and handle escalations with professionalism

• Support Change, Release, and platform activities, including upgrades and planned work

• Deliver structured, high‑quality shift handovers to global teams

• Identify risks and opportunities, contributing to continuous improvement across Service Operations

What excellent Looks Like:

• Consistent SLA achievement

• Stable, reliable platform performance

• Effective Major Incident coordination

• Clear, timely, and confident communication

• Strong client satisfaction and trust

What You Bring:

• Experience in IT Service Operations or a similar shift‑based leadership role

• Strong incident management capability and structured problem‑solving skills

• Hands‑on experience with:

• Jira Service Management (CSD/CM/Incident)

• AppDynamics or Dynatrace

• Citrix

• SQL (queries)

• Unix/Linux fundamentals

• Confluence

• Ability to communicate confidently with both technical and non‑technical audiences

• Degree or equivalent technical experience

Who You Are:

You thrive in high‑pressure environments and bring calm, structure, and clarity when it matters most. You’re client‑focused, proactive, and collaborative — someone who takes ownership, spots opportunities to improve, and leads by example.

Your Growth at Edenred PayTech

We believe in developing our people. This role offers clear progression pathways into:

• Shift & Incident Management

• Service Operations Management

• Major Incident Management

• Service Reliability or Platform Engineering

What you will get:

• 25 days annual leave plus Bank Holidays

• Hybrid working environment with a 3 days per week in the office

• Income protection

• Life insurance (4x salary)

• Wellbeing Employee Assistance Program (extended access to family members)

• Employee discount shopping platform

• Digital learning platform

• Complimentary fruit and other ‘in office’ snacks & refreshments

• Volunteering programme

• Social events

• Pension Scheme – employer 6% with minimum employee contribution 3%

• Discretionary bonus scheme based on company and personal performance

• Holiday trading scheme (buy or sell up to 5 days)

• Medical & international travel cover (leisure and action sports)

• Employee referral bonus scheme

• Season ticket loan

• Cycle to Work scheme

Diversity:

Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local law