Problem Manager

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence. 

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

We are seeking a skilled and proactive Technical Problem Manager to lead the resolution of complex infrastructure and application-related problems across our IT landscape. This role requires a strong understanding of ITIL Problem Management processes, combined with hands-on technical expertise in both infrastructure and application domains. The ideal candidate will be a critical thinker, capable of navigating cross-functional teams to identify root causes and implement long-term solutions that improve service reliability and performance.

What you will do:

Problem Management Leadership

• Own and manage the end-to-end ITIL Problem Management process.
• Drive root cause analysis (RCA) for major incidents and recurring issues.
• Facilitate problem review meetings and ensure timely documentation of findings and actions.

Technical Investigation & Collaboration.

• Collaborate with infrastructure and application teams to investigate and resolve technical problems.
• Analyze logs, performance metrics, and system behaviors to identify underlying issues.
• Coordinate with vendors and third-party providers when necessary.
• Challenge technical areas to deep dive in RC.

Continuous Improvement

• Identify trends and patterns in incidents to proactively prevent future problems.
• Recommend and implement permanent fixes and preventive measures.
• Maintain a known error database and ensure knowledge sharing across teams.

Reporting & Communication

• Provide regular updates to stakeholders on problem status, RCA outcomes, and resolution plans.
• Develop and present problem management metrics and dashboards.

Who you are: ​

• Bachelor’s degree in Information Technology, Business Analytics, Computer Science, or a related field.
• 10+ years of experience in IT Service Management and/or Technical Lead roles.
• Proven experience in ITIL framework; specially in Problem and Incident Management.
• Hands-on experience with infrastructure (servers, networks, cloud platforms) and applications (enterprise systems, middleware, databases).
• Proficiency with ITSM platforms such as ServiceNow, Jira Service Management.
• Excellent analytical and troubleshooting skills.
• Strong communication and stakeholder management abilities.
• Previous experience with Observability tools.

Key Competencies:

• Capability to analyze information and reach conclusions.
• Analytical and data-driven mindset.
• Situational Leadership.
• Strong written and verbal communication skills.
• Service-oriented and collaborative approach.

Preferred Qualifications:

• Experience in a financial services or regulated industry (e.g., banking, fintech, insurance).
• Familiarity with automation and monitoring tools (e.g., Datadog, Grafana).
• Understanding of cloud-based operations, applications workflow and integrations, overall infrastructure functioning.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.